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Technical Support Manager - PC & Hardware
7-11 years
Bangalore / Bengaluru
1 vacancy
Technical Support Manager - PC & Hardware
Lenovo
posted 1mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Responsibilities:
Managing & driving Technical Escalations from Customer / Service Provider / Sales Team
Identifying the High failure Models/parts & checking for any quality related issues, taking up with product engineering team for resolution.
Handling Critical Situations (High Failures & Known Quality issues) for customers & deploying the resolutions. Supports assigned major customers on a particular product or product line.
Collaborating with BU and product teams to address technical/Quality and CX issues.
Support field technical readiness for new product launches
Manages the activities of a team of Technical Support Engineers supporting customers on a specified set of products.
Drive Training & Upskill for Field service engineer/ Resident engineer/ authorized service provider tech resources
Supervises and coordinates daily/weekly activities, resource allocation and operations of the Technical Support group.
CX & Cost metrics:
Technical Escalations resolutions to be delivered within targeted SLA
CX measure is Customer CSAT scores (CX Goals aligned to the vertical)
Cost metrics - Training ASP FSE to mitigate Repeat repair , First time resolution and minimize parts usage.
Design & Deliver Training modules for planned field resource capacity
Training Sessions across 4 Qtrs covering New product introductions , Refresher & Bottom Quartile mgt
Experience / Education:
7-11 years of relevant experience i PC & Hardware
Graduation (Full Time)
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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What people at Lenovo are saying
Technical Support Manager salary at Lenovo
reported by
3
employees
with 15-18
years exp.
₹18.4
L/yr - ₹34
L/yr
25%
more
than the average Technical Support Manager Salary in India
View more details
What Lenovo employees are saying about work life
based on 544 employees
Flexible timing
Monday to Friday
No travel
Day Shift
Lenovo Benefits
Submitted by Company
Vacation and Leave Benefits Lifestyle Benefits Health Benefits Risk Benefits Retirement Benefits
Submitted by Employees
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