[Hiring] Field Technical Consultant @Lenovo

Role Description

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.

This is a fully remote role based anywhere in Germany.

• 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.

Qualifications

• 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.

Benefits

• 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