Description and Requirements
This role serves as the business segment focal point and leader for a set of ISG Products. The successful candidate will lead Lenovo ISG’s highest level of Field Support. Responsibilities will include leading a team of engineers in diagnosing and resolving field problems along with closing the loop with knowledge articles and feedback to our development and product assurance organizations.
Product Engineer (PE) responsibilities will apply to the cases that require problem determination and problem source isolation on systems, subsystems, and all the various components within a Customer solution. This includes providing technical expertise to the field on problem determination / isolation and providing action plans to resolve client issues. Developing and maintaining a relationship with Development to have collaborative engagements for the further analysis of design and architectural issues is a must.
The leader is expected to manage pervasive field issues, drive field communications, and prioritize fix releases. Driving organizational capability in ensuring that the right staffing levels, lab equipment, and logistics of off-shift support is crucial to the long-term success.
Fluent spoken and written English communication skills are required to interact with customers, Lenovo project managers, and other engineers. It is expected that the leader will participate in internal and external conference calls to explain technical issues. The manager will also provide internal and external written technical communications. The successful candidate will have working knowledge of ISG systems, demonstrated team leadership or management competencies, and knowledge of the field support process and customer engagement. Ideally, the candidate will have first-hand experience working directly with customers either by phone or at the customer site.
High Level of Experience Hardware Troubleshooting of x86 Server