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Service Delivery & Technical leader for Central America & Caribbean Join to apply for the Service Delivery & Technical leader for Central America & Caribbean role at Lenovo We are Lenovo. We do what we say. We own what we do. We WOW our customers. Lenovo is a US$69 billion revenue global technology powerhouse, ranked #196 in the Fortune Global 500, and serving millions of customers every day in 180 markets. To find out more visit and read about the latest news via our StoryHub. Responsible for the End-to-End Services in the countries under scope of Central America & Caribbean with key pillars of cost control/reduction, customer satisfaction, and quality issue resolution. Lead interactions with cross-area Services teams (Contact center, Logistics, Parts, and Global Accounts). Manage authorized service centers to help them reach KPI targets according to contracts. Maintain direct contact with key commercial customers, retailers, and end customers, providing accurate case tracking and backlog visibility, and supporting technical escalations to solve critical matters. Key Roles & Responsibilities: Follow up on metrics accomplishment and end-to-end performance (e.g., repeat repairs, parts usage by serial number, cycle time, and customer satisfaction). Manage and develop authorized service centers. Coordinate L1.5 foci for support in each country. Oversee operational functions, labor payment, training, administrative processes, and part return tracking. Participate in Quality team interlocks. Conduct call meetings and customer visits. Coordinate ASP/AWSP audits. Maintain business management system (BMS) with internal/external customers, monitoring performance reports and improvement initiatives. Leverage trainings with technicians and agents together with Training focal (WW GEO). Critical case follow-up and progress communication. Evaluate and negotiate with customers/channels Action Plans. Problem replication and solution determination. Qualifications Advanced English Bachelor’s Degree in Electronics, Industrial or System Engineering. Strong knowledge of services operations. Must be able to work well with people in other countries. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, veteran status, disability or any protected class. Seniority level Mid-Senior level Employment type Full-time Job function Information Technology Industries IT Services and IT Consulting #J-18808-Ljbffr
