Premier Technical Support Specialist

This a technical role within the Lenovo’s Premier Technical Support team based in Essen and Stuttgart, Germany. In this role you will be delivering best in class support to Lenovo’s Premier Support customers. Over phone and email you will perform remote troubleshooting and isolation to accurately diagnose reported problems within the client product portfolio (notebooks, desktops & tablets) maintaining high first time fix rates and dispatching parts engineers to site as needed to perform repairs. Supported by a team of Technical Account Managers you will oversee cases end-to-end with exceptional case management, follow-up and customer communication.

This role directly reports to our Technical Support Manager in Germany.

Location : Essen or Stuttgart, hybrid work model, combining both remote and in-office work

Day-To-Day Tasks :

Assists customers and field engineers by diagnosing problems remotely through effective troubleshooting and isolation

Identifies the cause of hardware / software faults and provides a solution

Resolve over phone or email or onsite via parts and engineer dispatch

Working with Technical Account Management team to monitor and tracks issues to ensure speedy resolution.

Advises & educates customers through combination of experience & guideline documentation to ensure a solution to their technical issues.

Provides input on recurring customer problems and shares that information with other technical team members when relevant.

Monitors own ‘open case’ workload and drives to closure.

Position Requirements :

• 3+ years of experience in Client Technical Support roles.
• Experience within IT Services and Working with Field Service Providers
• Working Knowledge on Windows Operating Systems and MS Products
• Technical Knowledge on client (Notebook, Desktop, & Tablets)
• Business FluentEnglish and German language

What Lenovo can offer You :

• Employee Share Purchase Plan
• Employee Assistance Program, for health, legal & financial consultancy
• Pension Plan
• Meal Allowance / Lunch Vouchers
• Internal E-learning Development Platform Available for Employees
• Specialized Development Trainings (based on nomination process)
• Opportunity to Join / Create Employees Groups (inclusivity, well-being, sports, volunteering, charity, etc.)
• Job Rad (Bike Leasing)

Check out the video, our DACH team created, to give you an insight into the Lenovo culture! We are looking forward to talking to you!

Technical Support Specialist • Essen, North Rhine-Westphalia, Germany

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