Premier Technical Support Specialist

This is a technical role within 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 the 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:

1. Assist customers and field engineers by diagnosing problems remotely through effective troubleshooting and isolation.
2. Identify the cause of hardware/software faults and provide a solution.
3. Resolve issues over phone, email, or onsite via parts and engineer dispatch.
4. Work with the Technical Account Management team to monitor and track issues to ensure speedy resolution.
5. Advise and educate customers through a combination of experience and guideline documentation to ensure a solution to their technical issues.
6. Provide input on recurring customer problems and share that information with other technical team members when relevant.
7. Monitor own ‘open case’ workload and drive 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 of Windows Operating Systems and MS Products.
• Technical knowledge of client (Notebook, Desktop, & Tablets).
• Business fluent in English 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 employee 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 look forward to talking to you!