Service Delivery Pm & Technical Leader for Central America & Caribbean | MAI
- Bogotá DC
- Permanente
- Tiempo completo
- WD00087721
- Career area:- Services
- Country/Region:- Colombia
- State:- Cundinamarca
- City:- BOGOTA DC
- Date:- Wednesday, September 3, 2025
- Working time:- Full-time**Additional Locations**:- Colombia - Cundinamarca - BOGOTA DC**Why Work at Lenovo**:- We are Lenovo. We do what we say. We own what we do. We WOW our customers.Lenovo is a US$69 billion revenue global technology powerhouse, ranked #196 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).**Description and Requirements**:
Responsible for the End-to-End Services in the countries under scope of Central America & Caribbean having as key pillars cost control/reduction, Customer Satisfaction, solve quality issues, interacting with other cross areas inside Services team such as Contact center, Logistics, Parts and Global Accounts team.This role will be also responsible to control vendors such as the authorized service centers in order to help and support them to reach their KPI’s targets according to our contracts.This function has direct contact with Key commercial customers, Retails as well as end customers. It should provide accurate case tracking as well as visibility of backlog status, suggest and track action plans that are key for proper service delivery as well as customer satisfaction. Support LAS Field Service SDMs and CEC agents with technical escalations to solve critical matters from customers**Key Roles & Responsibilities**:- Follow up to metrics accomplishment and E2E performance (i.e Repeat Repairs, Number of parts used by Serial Number, En Cycle time and customer satisfaction).
- Manage and develop authorized service center.
- Coordinate L1.5 focals for their support in each of their countries
- Operative functions, labor payment, training, administrative process, part return tracking.
- Participate in Quality team interlocks
- Call meetings and customer visits.
- Coordinate ASP/AWSP audits
- BMS with internal & external customers, monitoring performance reports and communications and improvement initiatives
- Make use of key trainings to deploy with technicians & agents together with Training focal (WW & GEO)
- Critical case follow-up and progress communication
- Evaluate and negotiate with customers/channels Action Plans
- Problem replication and solution determination**Requirements**:- Advanced English
- Bachelor’s Degree in Electronics, Industrial or System Engineering. Strong knowledge of services operations. Must be able to work well with people in other countries.**Additional Locations**:- Colombia - Cundinamarca - BOGOTA DC
- Colombia
- Colombia - Cundinamarca
- Colombia - Cundinamarca - BOGOTA DC
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