HR Service Center Representative

HR Service Center Representative

10 oct
|
Lenovo
|
Buenos Aires

10 oct

Lenovo

Buenos Aires

Position Title: Service Engagement Manager - PC Consumer Services
Location: IND-Gurgaon
Functional Area: Services
Facility: Regional Office
Relocation Provided: Yes
Education Required: Bachelors Degree
Experience Required: More than 10 years
Travel Percent: 25

Position Description
The position is within Lenovo’s Services organization reporting to Head Customer Engagement – PC Consumer Services .
This person manages customer engagement for services support of notebook, desktop, and tablet partners nationally along with off-shore partners.
Drives the field service performance metrics and customer CSAT.





Along with the metrics production, this professional will assist with the successful execution of tactical and strategic activities associated with business & align services in each market based on company objective.

Key KPIs :
• CDS of consumer PC 85% region wise
• SR TAT ( Cx) : TAT – 75% in 2Business Days for Q1/Q2 85% for Q3/Q4
• Average Days of Closure: Less Than or Equal to 3.5days for Idea & 3days for Think
• Overall closures for consumer products > 30 days = 0

Other dimensions:
• Overall Consumer PC TAT
• Overall TAB TAT
• Regional / Executive Escalation Management
• Engagement: Focus top 100 BPs per region & measure call back CSAT rating 4 out of 5.
Team Engagement: a) 25 f2f joint meeting with sales /qtr b) 25 f2f service team meeting with BP / qtr c)50 BP Call back monthly basis.
• Partner Survey : In 5 pt scale - Top 2 Box Score > 70 % with mean score > 3.2 out of 5 & In 11 pt scale – Top 2 box > 25% with mean score > 6.5 out of 10 ;
• Positive WOM – Round Tables/ BP Meets
•  TAB BP / customer engagement
• TAB key a/c management
• BU Monthly Meeting – HSB, TAB, Off-shore
• Regional Service Delivery Team – Weekly/ Monthly/ Qtrly BMS
• LFR Program and key a/c Management
• E-Tailer Program and key a/c management
• Regional / Executive Escalation Management • Engagement: Focus top 100 BPs per region & measure call back CSAT rating 4 out of 5.

Position Requirements
Job specifications or qualifications

• Bachelor’s degree at an accredited university and a minimum of 7 to 10 years of relevant Services experience;
• Background in Service Industry or Customer care industry is mandatory;
• Experience in project management techniques and process development
• ITIL Certification will be add-on
• Proficient in spoken English, Hindi. and written English
• Familiar with order Processing, fault management processes and tools;
• Self-motivated team player, capable of decision-making, negotiating and problem solving;
• Strong Technical presentation and report writing skills, able to communicate effectively at all levels within an organization.
• Advanced Excel skills and high proficiency in spreadsheet analysis.
• Capability to work in a challenging cross cultural environment;
• Excellent analytical and problem solving skills;

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