Lenovo is one of the world’s largest makers of personal computers. Formed by Lenovo Group’s acquisition of the former IBM Personal Computing Division, the company develops, manufactures and markets reliable, high-quality, secure and easy-to-use technology products and services worldwide. Our mission is to provide businesses and consumers with smarter ways to be productive and competitive and to enhance their personal lives. Operating in more than 60 countries, we are dedicated to serving the needs of our customers, partners, investors, employees and local communities with a business model that is based on:
Innovation
Operational efficiency
Customer satisfaction
Sustainability
Lenovo strives to be a new world company that makes award-winning PCs for our customers. We operate as a company uninhibited by walls or organizational structures using worldsourcing to harness the power of innovation across our global team. We design innovative and exciting products and services to meet our customers’ needs. We are seeking qualified candidate for the below position.
Service Delivery Manager, South Africa
Job ID #: 10750
Location : Johannesburg
Functional Area: Customer Service
Facility: Regional Office
Employment Type:
Relocation Provided: No
Education Required: Bachelors Degree
Experience Required: 5 – 7 Years
Travel Percent: 30
Job ID #: 10750
Location : Johannesburg
Functional Area: Customer Service
Facility: Regional Office
Employment Type:
Relocation Provided: No
Education Required: Bachelors Degree
Experience Required: 5 – 7 Years
Travel Percent: 30
Position Description
The Field Service Regional Performance and Reporting Professional is with Lenovo’s Services Operations and Delivery organization. This person is the country of sub region’s field service delivery leader for the development, production and accuracy of field service performance metrics (daily, weekly, monthly, and quarterly). The field service performance metrics drive internal teams and field supplier(s) to produce requirements necessary to plan, develop, manage and support Lenovo’s on site and customer carry in services. Along with the metrics production, this professional will assist with the successful execution of tactical and strategic activities associated with field supplier management.
Responsibilities:
• Manage field supplier operational and financial performance.
• Drive performance improvement – metrics include On Time Response, TAT, Repeat repair, Reduce parts per incident, and CDS.
• Responsible for field service Vendor management through
o Perform weekly/monthly/quarterly reviews (focus on CDS， cost efficiency);
o pay for performance and strong incentive/penalty to top/bottom vendors;
o Participate in regular Operations and Quality Performance audits.
• Escalate and help resolve any issues regarding parts shortage, registration issues, web performance, IT system performance, technical support and training to global and geo function team.
• Responsible for critical issue handling of territory and sub region.
• Responsible for product sales support through providing high quality service, designing and managing service coverage expansion.
• Gather & apply industry best practices and benchmarks so as to apply “best-in-class” process models and target performance metrics.
• Drive performance improvement – metrics include On Time Response, TAT, Repeat repair, Reduce parts per incident, and CDS.
• Responsible for field service Vendor management through
o Perform weekly/monthly/quarterly reviews (focus on CDS， cost efficiency);
o pay for performance and strong incentive/penalty to top/bottom vendors;
o Participate in regular Operations and Quality Performance audits.
• Escalate and help resolve any issues regarding parts shortage, registration issues, web performance, IT system performance, technical support and training to global and geo function team.
• Responsible for critical issue handling of territory and sub region.
• Responsible for product sales support through providing high quality service, designing and managing service coverage expansion.
• Gather & apply industry best practices and benchmarks so as to apply “best-in-class” process models and target performance metrics.
Position Requirements
Requirements:
Requirements:
• 5-8 years of field service delivery and management experience.
• Bachelor’s Degree
• Experience with vendor management;
• Strong at data analysis
• Strong at task execution & problem solving
• Strong negotiation and influencing skills required
• Strong experience handling customer special cases.
• Good understanding of typical Services and Warranty legal terms and conditions of specific region.
• Able to in depth understand business finance and KPI measurements.
• Fluent in English communication
• Common technical knowledge
• Bachelor’s Degree
• Experience with vendor management;
• Strong at data analysis
• Strong at task execution & problem solving
• Strong negotiation and influencing skills required
• Strong experience handling customer special cases.
• Good understanding of typical Services and Warranty legal terms and conditions of specific region.
• Able to in depth understand business finance and KPI measurements.
• Fluent in English communication
• Common technical knowledge
Key Interactions:
SDM manager will work independently and cross functionally with warranty service operations team, call center teams ,parts/logistics teams and ASM.
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