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Lenovo is a US$83 billion revenue global technology powerhouse, ranked #153 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).

This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub.

Description and Requirements

1. Problem Solving (Core Responsibilities)

Lead the resolution of major incidents (including Crit-Sit incidents), handling the process from planning through closure
Analyze the causes of problems and outages, and plan and implement countermeasures
Restore customer satisfaction and promote measures to prevent recurrence
Conduct customer visits and provide explanations as needed

2. Customer Support and Reporting

Provide progress reports and explanations to customers and partners
Collaborate with the technical department to prepare reports for customers
Maintain appropriate communication and manage expectations based on the situation

3. Cross-Functional Collaboration

Collaborate with the service, sales, development, manufacturing, and product departments to implement solutions
Drive responses that take into account customer and business impacts
Resolve issues by engaging internal and external stakeholders

4. Incident Management

Manage the progress of assigned projects and visualize risks and issues
Handle escalations as needed
Strengthen responses to high-risk projects

5. Resource and Knowledge Management

Coordinate and secure necessary resources (technology, personnel, etc.)
Share knowledge and disseminate lessons learned
Implement measures to prevent recurrence in similar cases

ETC: This person will be handling Japanese customers so the Japanese language is a must reqiurement.

Additional Locations:

Japan - Tōkyō - Chiyoda-Ku

Japan

Japan - Tōkyō

Japan - Tōkyō - Chiyoda-Ku

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