Premier Technical Support Specialist M/F/D (Location: Essen Or Stuttgart)

This is a technical role within Lenovo’s Premier Technical Support team based in Essen or Stuttgart, Germany. In this role, you will be delivering best-in-class support to Lenovo’s Premier Support customers in Germany. 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.

Day-To-Day Tasks:

• Assists customers and field engineers by diagnosing problems remotely through effective troubleshooting and isolation
• Identifies the cause of hardware/software faults and provides a solution
• Resolve over phone or email or onsite via parts and engineer dispatch
• Working with the Technical Account Management team to monitor and tracks issues to ensure a speedy resolution.
• Advises & educates customers through a combination of experience & guideline documentation to ensure a solution to their technical issues.
• Provides input on recurring customer problems and shares that information with other technical team members when relevant.
• Monitors 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 on Windows Operating Systems and MS Products
• Technical Knowledge on the client (Notebook, Desktop, & Tablets)
• Business Fluent English and German

What Lenovo can offer You:

• 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)