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Field Support Specialist- Partner Management
3-6 years
Bangalore / Bengaluru
1 vacancy
Field Support Specialist- Partner Management
Lenovo
posted 9d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Position Description
The position is within Lenovo s Services organization reporting to Head Field Service Delivery. The role will manage the field service delivery partners (Authorized Service Partners (ASP)) for India.
Key Responsibilities
- Deliver better CX at the last 3feetby end-to-end management of field service to our customers by delivering extraordinary customer service in a consistent, repeatable, and cost-effective way.
- Maintain capacity & capability of ASP partners in line with service requirements and maximize the productivity consistently
- Drive efficiency and effectiveness of service delivery processes & resources that deliver standard and PCPS services.
- Achieve Lenovo business objectives on cost, quality, and CX.
- Simplify the Complex : Lead Lenovo field service tower to industry benchmark for Speed, Quality, Cost and CX.
Key KPIs :
- Enabling effective functioning of existing ASP while developing new ASP for field service delivery purpose as per the business requirement of various product & services functions.
- Work out effective and efficient ASP management so that ASP can function efficiently to support customer, sales partners & Lenovo s business needs.
- Track & Drive performance of existing service ASP using various metrics and ensure QMS / Zero tolerance action items improvement Create & Drive programs aligned with ASP performance to increase success.
- Skills improvement by ensuring Technical Trainings and Certifications of ASP workforce Build a stronger and closer relationship between Lenovo and ASP Drive APOS through Field Service network both at ONS and CCI
- To be the focal point for APSs from the Field Service tower to interface with the respective cross functional teams across Lenovo India Services.
- New ASP on boarding & de-boarding as required by the business need.
- Ensuring ASP readiness in terms of skills, coverage, training, process readiness etc. for the delivery of services and ensuring CX
- To ensure ongoing FSE capacity availability based on the forecast to deliver the seamless service to our customers
- Maintain timeliness for all the SOP, SOW etc. documentations duly signed & safeguard from the audit exposure
- To design, deploy, monitor & measure performance objectives of various programs which are around QMS, CX & Cost saving Long term relationship management & overall partner satisfaction
Position Requirements
- Graduate in any discipline
- 10+ years relevant experience in vendor/ partner management role
- Should be collaborative, customer centric, high engagement team player.
- Able to work with Authorized Service Provider network & get the work done on field & exhibit ownership to maintain CX at all levels.
- Should be proactive with effective communication, organization and interpersonal skills.
Key Behavioral competencies:
Prevention is better than Cure
it is must to be proactive in everything we do
Consistency over Perfection to continuously learn from success & failure and ensure consistent performance
Regular Engagement with all the ASPs, Region teams & most important visits to ground zero to know the reality, motivate the teams & build very strong relationship Always have long term thinking solution should be sustainable & scalable Empower yourself able to make choices & decisions Additional Locations :
* India - Karn taka - Bangalore
* India - Karn taka - BANGALORE
* India
* India - Karn taka
* India - Karn taka - Bangalore , * India - Karn taka - BANGALORE
Employment Type: Full Time, Permanent
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Flexible timing
Monday to Friday
No travel
Day Shift
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