EMPLEO : Service Delivery Project Manager (Postventas y Servicios) – Lenovo
Responsibilities:
- Manage a business partner service delivery network with partners located across the Peru.
- Ensure that all service partners achieve cost and performance metrics. For example: First Time Fix, Parts per incident, Cost per claim, Customer Satisfaction
- Analyze warranty data to identify cost drivers and customer satisfaction inhibitors.
- Develop action plans to reduce cost and improve customer delight Ability to utilize Six Sigma analysis methodology's Develop, document and implement process changes to enable business process improvements for all in-scope areas: service delivery, Call Center Operations, Parts Distribution
- Ability to own the successful implementation of small to medium size service delivery enablement projects
- Provide leadership and direction to other Warranty Operations team members in the region
- Own the successful resolution of Service Delivery customer satisfaction issues. Candidate must have the ability to interact with customer management on a daily basis via phone, email and face-to-face contact
Requirements:
- 2+ Years experience in Service Partner controls and metrics
- 2+ Years experience in Service Partner relationship (problem escalation, payment reconciliation etc.) 2+ Years experience with service training (a plus)
- English advanced
- Analytical and problem solving skills
- Conflict Management skills
- Excellent written and verbal communication skills.
- Process oriented, logical thinker.
- Experience using Microsoft Office Suite.
- Demonstrated high level of Customer focus - ability to manage customer situations