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EMEA TAM Manager

Lenovo (Slovakia) s.r.o.

Information about the position

  • Place of work: Landererova, Bratislava, Slovakia (Job with occasional home office)
  • Basic wage component (gross) and other rewards: 2 400 EUR/monthBase gross monthly salary starts from 2400 EUR. The final offer could be, of course, negotiated higher than the advertised minimum - it all depends on your experience! In addition, there is also a variable part (a bonus) in value of 12% of your annual earnings.
  • Contract type: full-time

Job description, responsibilities and duties

As a Lenovo Premier TAM Manager, you will have responsibility for delivering exceptional levels of customer service to our Premier support customer base.

The Premier TAM Manager role is a managerial position with the Lenovo Premier Support team based out of Bratislava, Slovakia. In this role, you will lead a team of Premier Technical Account Managers to deliver best in class support to Lenovo Premier customers.

The team of TAMs act as a single point of contact for service issues ensuring responsiveness and resolution. Utilizing the feedback from the account and knowledge built, the TAM works on existing processes to improve efficiency, quality and reduce cost of service delivery, setting up new processes as needed.

The TAM closely monitors service activity and performance to the service level KPI’s, escalating issues to appropriate teams and service providers. Developing and presenting analysis/results for the service metrics internally and externally on the time line required (weekly/monthly/quarterly).


Day-To-Day Responsibilities:


People Management:
- Responsible for day-to day management of Premier Support TAM team, coverage, personal development, trainings and general people management related duties
- Performance management and coaching within the Lenovo framework, including meeting timelines for consolidation and review
KPI Management:
- Lenovo uses a strong KPI methodology of managing performance within the services organisation. You will be strongly familiar with using dashboards and deep diving misses to continually improve service delivery to our Premier customer base.
- Data analysis, using the provided reports and data sets to form opinions and plans for continuous improvements
Training:
- You will design and ensure the delivery of training programs to keep in front of emerging technologies and ensure the technical team is best of breed.
Customer Experience:
- Customer Experience is what drives our support organisation. You will be able to identify issues leading to less than optimal customer support experiences, and be an agent for change to resolve the root cause.

Key Competencies Needed:

- TL or managerial skills
- Superior knowledge of PC technology, market trends, other vendor competition, sales strategies and management principles.
- Ability to effectively interact and communicate with Senior executive to CXO level personnel
- Excellent presentation, communication and interpersonal skills
- Proficient in Microsoft office programs and PC technologies
- Excellent organisation skills, must be a self-starter who has experience in managing multiple initiatives simultaneously in a demanding and changing environment.
- Ability to build effective teams and drive results through others in a complex cross-functional organisation required.

Previous Experience Needed:

- Previous IT/T Services experience.
- Field Services practical experience
- Project management
- Technical Support Management
- Teamwork
- Financial understanding

Requirements for the employee

Candidates with education suit the position

University education (Bachelor's degree)
University education (Master's degree)

Language skills

English - Advanced (C1)

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Brief description of the company

Lenovo is an innovative, international technology company formed as a result of the acquisition by the Lenovo Group of the IBM Personal Computing Division.

As a global leader in the PC market, we develop, manufacture and market cutting-edge, reliable, high-quality PC products and value-added professional services that provide customers around the world with smarter ways to be productive and competitive.

We base our success on our customers achieving their goals: productivity in business and enhancement of personal life.

Number of employees

500-999 employees