Service Engagement Manager (SEM)

We are Lenovo. We do what we say. We own what we do. We WOW our customers.Lenovo is a US$57 billion revenue global technology powerhouse, ranked #248 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visitwww.lenovo.com, and read about the latest news via ourStoryHub.• This role will require candidates to work onsite in Morrisville***Job DescriptionThe SEM serves as the Single Point of Contact (SPOC) for Large Account customers who have purchased PSP warranty extensions. In this capacity, the SEM addresses service-related issues directly with each account, ensuring responsiveness and resolution.The SEM role monitors service activity, analyzes performance metrics, and escalates issues as needed. Backlog management—successfully resolving daily service requests and orders—is a key performance indicator. The SEM collaborates with customer representatives, sales, and services leadership within Lenovo, advocating for customers’ service needs,The role also develops and presents their analysis/results for the service metrics internally and externally on the timeline required (weekly/monthly/quarterly). You must be comfortable dealing with all levels of customer representatives and Sales and Services leadership within Lenovo.Day To Day• Manage Open Service Requests and Orders to a successful conclusion.• Collaborates with Technical Team Lead to optimize SLA adherence and performance.• Maximizes the value of the customer’s investment in Lenovo products and services throughout the end-to-end customer lifecycle. The SEM manages customer escalations and acts as the customer’s advocate.• Ensures effective ownership, communication, coordination, and facilitation of support service activities between the Customer and support teams, account teams, field service personnel, and customers.• Acts as a single point of contact for customer escalations and owns the coordination and oversight to problem-solving efforts between customers, Support engineers, field service personnel, software support, investigation, and analysis of product problems.• Develops and delivers post-incident reports on all critical support incidents, adheres to customer support plans and relationships.• Uses complex analytical skills to recognize trends and improve performance.• Develops and coordinates proactive maintenance initiatives based on industry best practices and statistical data trends.• Leads complex service delivery processes, develops creative resolutions to complex problems, and ensures contractual support service deliverables are understood and managed effectively.Position Requirements• Proficient in Microsoft Office and other PC technologies.• Previous experience with Project Management or Program Management.• Previous experience in a Customer Service, Field Technician, or Account Management role.Preferred Requirements• Excellent presentation, communication, and interpersonal skills.• Ability to effectively interact and communicate with Senior executives to CXO level personnel.• Excellent organization skills, must be a self-starter who has experience in managing multiple initiatives simultaneously in a demanding and changing environment.We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.