Technical Support Manager for CEE-CA & Spain

Why Work at Lenovo

Description and Requirements

As a Lenovo Premier Technical Support Manager, you will have responsibility for delivering exceptional levels of customer service to our Premier support customer base.

This is a managerial position with the Lenovo Premier Support team based in Bratislava, Slovakia. In this role, you will lead a team of Premier Technical Support Specialists to deliver best in class support to Lenovo Premier customers. You will be responsible for teams based locally and also remote.

Over email, online chat and phone your team will be accurately diagnosing reported problems within the client product portfolio (notebooks, desktops & tablets), dispatching parts and or an engineer to site as needed. As the primary owner of the technical support team, you have to keep the team’s technical skillset through continuous technical training, skills upgrading, and regularly sharing of best practice to upkeep professional service customer experience of the Premier Technical Delivery team. Utilizing the feedback from the reporting and knowledge gained, you will reimagine existing processes to improve efficiency, quality and effectively manage cost of service delivery, setting up new processes as needed.

As a Premier Technical Support Manager you will closely monitor service activity and performance to the service level KPIs, escalating issues to appropriate teams and service providers; developing and presenting analysis / results /actions for the service metrics within the required timeframes, and constantly striving to improve our end customer experience.

You must be comfortable dealing with all levels of customer representatives as well as all levels of Sales and Services leadership within Lenovo. You will be an active advocate for our customers’ services needs within the business.

In this role, you will report to EMEA Premier Delivery Regional Manager.

Day-To-Day Responsibilities:

People Management:

Oversee daily operations of Premier Support staff, including shift planning, team supervision, and people management duties.

Lead performance coaching, development plans, and timely reviews aligned with Lenovo's performance framework.

KPI Management:

Utilize KPI dashboards to monitor service performance and implement improvement strategies.

Analyze data trends and performance metrics to identify issues and drive operational excellence.

Training:

Design and deliver targeted training programs in collaboration with local trainers to address skill gaps.

Ensure the team remains current with emerging technologies and industry standards through continuous learning initiatives.

Customer Experience:

Identify root causes of customer dissatisfaction and implement long-term solutions to enhance service quality.

Collaborate with quality assurance teams to optimize the customer journey and overall experience.

Key Competencies (Nice to have):

Strong knowledge of PC technology, market trends, and competitor landscape.

Excellent communication and presentation skills, with the ability to engage senior executives.

Proficiency in Microsoft Office and IT systems; highly organized and able to manage multiple initiatives.

Proven leadership skills with the ability to build high-performing teams in a cross-functional environment.

Team Involvement:

Collaborate with Service Delivery team and regional departments including Sales, Services, Marketing, and Finance.

Key Performance Indicators / Metrics:

Key metrics include Customer Satisfaction, Customer Retention, and Staff Retention, determined with manager.

Previous Experience (Nice to have):

Background in IT or Technical Services, including Field Services or Support Management.

Experience managing distributed teams and leading service-related projects.

What Lenovo can offer You:

• An open and stimulating environment within one of the most forward-thinking IT companies
• Opportunities for career development & growth
• Access to trainings for personal development
• An international team with a high focus on Gender Diversity and well-being
• Meal Vouchers.
• Employee Assistance Program, e.g., for health, legal & financial consultancy.
• A broad selection of soft/hard skills trainings and individual mentoring.
• Employee Referral Bonus and more.