Field Technical Consultant m/f/d

Lenovo•Apply•Published 2 days ago•First seen 2 days ago

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$83 billion revenue global technology powerhouse, ranked #153 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).

This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub.

Description and Requirements

Join Lenovo Solutions & Services Group (SSG) as a Field Technical Consultant, reporting to the Director, DWS Delivery - EMEA. As part of the EMEA DWS Delivery team, you will serve as a trusted advisor to customers, helping resolve complex technical challenges and leading high-impact escalations from start to finish.

Working closely with Lenovo account teams, support organizations, and technical specialists, you will analyze customer situations, drive successful resolutions, and ensure customers maximize the value of their Lenovo solutions and services. You will regularly engage with stakeholders at all levels, from technical teams to senior leadership and C-level executives.

This is a fully remote role based anywhere in Germany.

What You Will Do:

Serve as the primary point of contact for customer escalations, taking ownership of critical issues and driving them through to resolution while acting as the customer's advocate.
Coordinate cross-functional problem-solving efforts between customers, support engineers, field service teams, software support, and other stakeholders to ensure timely and effective issue resolution.
Lead complex service delivery engagements and develop innovative solutions to challenging technical and operational issues while ensuring services are delivered according to contractual agreements and Statements of Work (SOW).
Maximize customer value and satisfaction throughout the entire customer lifecycle, helping customers get the most from their Lenovo products, services, and support investments.
Manage and communicate critical support incidents, including preparing post-incident reports, maintaining customer support plans, and ensuring clear communication with both customers and internal teams.
Analyze service performance, trends, and operational data to identify risks, prevent recurring issues, drive proactive maintenance initiatives, and continuously improve service quality.
Lead optimization and continuous improvement projects, enhancing customer experience, support processes, and overall operational effectiveness across the organization.
Collaborate with senior stakeholders up to CXO level, build strong virtual teams across a global environment, present complex information effectively, and drive results in a fast-paced, cross-functional organization.

What You Will Bring:

Strong expertise in Digital Workplace Solutions (DWS), PC technologies, and Cloud environments, with a solid understanding of modern IT infrastructure and end-user computing services.
Stay ahead of industry trends and emerging technologies, with a genuine passion for learning, innovation, and leveraging cutting-edge solutions.
Confident communicator who can engage with stakeholders at all levels, including Senior Leadership and C-level executives, building trust and credibility.
Hands-on experience with automation, AI, and machine learning, using these technologies to improve internal processes and enhance customer experiences.
Knowledge of modern endpoint management technologies, including Asset Management, Patch Management, Driver Management, Image Management, and IT Deployment solutions.
Strong technical foundation in PC architecture and Windows environments, including Windows engineering, operating systems, diagnostics, troubleshooting, and root-cause analysis.
Excellent presentation, communication, and interpersonal skills, combined with proficiency in Microsoft Office tools and the ability to explain complex topics clearly.
Highly organized, self-driven professional with business-fluent English and German, capable of managing multiple priorities, leading virtual teams, and driving results across complex cross-functional organizations.

What We Offer:

Employee Share Purchase Plan
Employee Assistance Program, e.g., 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)
Employees Groups (LGBT+, WILL, etc.)
Opportunity to Join/Create Employees Groups (inclusivity, well-being, sports, volunteering, charity, etc.)
Job Rad (Bike Leasing)
Mobile phone + 3 Sim Cards for Mobile Working

Women who drive Lenovo? #Women@Lenovo – Women at Lenovo.

At Lenovo we are proud to be an equal opportunity company. This vacancy certainly applies for people with disabilities, too.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.

AI PROCESSING NOTICE

We use AI-based tools to support some of our processes (e.g. online interviews recordings and transcripts) in order to achieve better efficiency, accuracy and for our documentation purposes. AI can make mistakes, but we always make sure that the outputs are manually reviewed by a human. You can always opt-out or contact us in case of any question.