Analyze market data and competitor offerings to support new product requests, ensuring pricing, marketing strategies, and overall benefits align with customer needs.
Role Summary- Lead and manage a team of Technical Support Specialists within Lenovo's Premier Support organization to deliver exceptional customer experience and achieve operational performance objectives. Responsible for people leadership, service delivery, customer escalations, KPI management, workforce planning, process improvement, stakeholder engagement, and continuous operational excellence across multiple support channels.
Operational Governance: Maintaining operational governance of AI solutions by managing production stability, performance thresholds, and compliance requirements.
Ensure important support matters communicated through other channels are properly recorded and tracked through the Support Ticket module where necessary.
Candidates should possess good written and verbal communication skills for documenting cases, preparing reports, and collaborating with technical and non-technical stakeholders.