Field Support Specialist- Partner Management

Key Responsibilities

• Deliver better CX at the last 3feet by 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