Services Field Quality Analyst
Lenovo
Bucharest, Romania
6 zile în urmă

Why Work at Lenovo

Here at Lenovo, we believe in smarter technology for all, so we spend our time building a society that’s brighter and more inclusive.

And we go big. No, not big huge. We’re a US$60 billion revenue Fortune Global 500 company serving customers in 180 markets around the world.

Focused on a bold vision to deliver smarter technology for all, we are developing world-changing technologies that power (through devices and infrastructure) and empower (through solutions, services and software) millions of customers every day and together create a more inclusive, trustworthy and sustainable digital society for everyone, everywhere.

The one thing that’s missing? Well you...

Description and Requirements

Lenovo Solutions and Services Group is seeking a Product Engineering (PE) professional with hardware quality experience to support building future support experience for Lenovo’s Server and Storage products.

Candidate will analyze service delivery, customer experience, and field incident data to identify, lead and implement corrective actions to improve Customer Experience and reduce Service Delivery costs.

Together with Service Delivery Manager and extended teams, candidate will define business requirements for automated rules, processes, and procedures to enable customers self-assist or more efficient support by Level 1 while enhancing customer experience.

These are your detailed responsibilities :

  • Drive lower Service Delivery cost by defining and developing field and service delivery quality metrics, statistical process controls, and analyzes data to drive continuous improvement.
  • Monitor and measure Support contact data; how-to, informational, parts and labor dispatches, multiple visits or dispatches per case, and analysis of product over product field performance metrics.
  • Perform problem determination and defect root cause isolation by analyzing support case data.
  • Participate in defining customer and support action plans.
  • Define scenarios for preventative and proactive actions.
  • Define analytics solution that deliver transformative insights from large data sets.
  • What you’ll bring / position requirements :

  • Bachelor’s degree in Electrical or Computer Engineering with 5 years - or Master’s degree with 3 years - and work experience in product development or product quality management.
  • Hands-on experience with Intel x86 and / or AMD servers.
  • Experience in Development, Manufacturing or Product Engineering or Customer technical support role.
  • Demonstrated ability to conduct root cause analysis, plan and implement corrective actions.
  • 2 years of hands-on quantities analysis experience.
  • Knowledge of statistics and mathematical concepts.
  • Advanced skills in Microsoft Excel and PowerPoint.
  • 1+ years of experience in Tableau, Qlik or other data visualization tools.
  • Analytical experience solving problems using data and providing business insight.
  • Experience building and telling stories from data.
  • Experience driving change through influence and collaboration with a variety of cross-functional stakeholders.
  • Preferred skills :

  • 1+ years SQL experience;
  • 1+ Python, R, Perl, or other scripting language;
  • Business and Financial acumen;
  • Advance degree in Mathematics, or Statistics;
  • Program Management skills;
  • Understanding global cultures and influencing global teams.
  • What We Will Offer :

  • An open and stimulating environment within one of the most forward-thinking IT companies.
  • Flat structures and fast decision-making processes.
  • A modern and flexible way of working to combine personal and professional life, working from home.
  • An international team with a high focus on Gender Diversity.
  • Attractive compensation package.
  • We are looking forward to discussing this position with you soon!

    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, status as a veteran, and basis of disability or any federal, state, or local protected class.

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