Brazil Premier Support Manager

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.

Description and Requirements

The Premier Support Manager for Brazil is responsible for the successful execution of premier services in the country. This role involves leading a team of engineers who provide level 1 support for commercial customers, ensuring smooth end-to-end service delivery, and managing customer escalations. The Premier Technical Support Manager is a strong and experienced leader, capable of optimizing support processes to improve productivity while delivering services in line with key performance indicators (KPIs) and expectations.

• Lead the premier team in Brazil, managing a group of Level 1 engineers who provide hardware and software support for customers using Lenovo's notebooks, desktops, workstations, and collaboration devices.
• Support the team with customer escalations, providing executive communication and resolution.
• Achieve outstanding customer satisfaction scores and service levels according to targets, while ensuring the development and growth of current talent and preparing support capabilities in line with sales outcomes.
• Identify and support training plans that contribute to skill growth within the team, leading to improvements in productivity and customer experience.
• Establish Business Management Systems (BMS) within the team and with key stakeholders to ensure the accomplishment of service KPIs.
• Perform executive KPI reviews for senior regional management, analyzing deviations and presenting action plans to achieve service KPIs.
• Develop and implement strategies to enhance operational efficiency and reduce costs while maintaining high-quality service delivery.
• Foster a culture of continuous improvement by encouraging team members to identify and implement process enhancements.
• Collaborate with cross-functional teams to ensure seamless integration of support services with other business operations.
• Monitor and analyze key performance indicators (KPIs) to identify trends and areas for improvement, and develop action plans to address any issues.
• Drive innovation within the team by exploring and implementing new technologies and methodologies to improve support services.
• Ensure compliance with company policies, industry regulations, and best practices in all support activities.
• Build and maintain strong relationships with key stakeholders, including customers, internal teams, and external partners.
• Lead initiatives to improve customer retention and loyalty through exceptional service and support.
• Conduct regular performance reviews and provide constructive feedback to team members to support their professional growth and development.