Field Technical Consultant

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

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.

Lenovo Solutions Services Group (SSG) is looking for a customer-focused and technically skilled Field Technical Consultant (FTC) to join our EMEA delivery organization. In this role, you will act as a trusted advisor for strategic customers, driving service excellence, managing critical escalations, and helping organizations maximize the value of their Lenovo solutions and services. You will combine technical expertise, customer relationship management, and analytical problem-solving to deliver exceptional customer experiences while proactively identifying opportunities for service improvement. As part of the EMEA Delivery team, you will report directly to the Director, DWS Delivery - EMEA and collaborate with customers, support teams, account teams, and global service organizations to ensure successful service delivery and customer satisfaction.

What You Will Do- Serve as the trusted technical advisor and customer advocate, ensuring customers maximize the value of their Lenovo products and services throughout the entire customer lifecycle.

• Act as the primary point of contact for critical escalations, leading end-to-end coordination between customers, support engineers, software teams, and field service specialists to drive issue resolution.
• Own communication and stakeholder management across multiple teams, ensuring seamless collaboration between customers, support organizations, account teams, and service delivery teams.
• Investigate complex technical issues, analyze root causes, and oversee problem-solving activities, ensuring timely resolution while maintaining a high level of customer satisfaction.
• Prepare and deliver post-incident reviews and executive reports, providing customers with clear insights, lessons learned, and actions taken following critical support incidents.
• Monitor service performance and identify trends through data analysis, leveraging analytical skills to proactively improve service quality, operational effectiveness, and customer experience.
• Drive proactive maintenance and prevention initiatives, applying knowledge of PC and Cloud technologies, industry best practices, and performance data to minimize future issues and risks.
• Lead continuous improvement efforts and complex service delivery activities, ensuring contractual service commitments are met while optimizing customer and internal business processes for greater efficiency.

What You Will Bring

• Strong knowledge of PC technologies, Cloud solutions, and modern IT environments, with a solid understanding of market trends, competitor landscape, service strategies, and customer support best practices.
• Confidence interacting with senior stakeholders and executives up to C-level, with the ability to build credibility, influence decisions, and manage high-profile customer relationships.
• Excellent communication, presentation, and interpersonal skills, capable of explaining complex technical topics to both technical and non-technical audiences.
• Proficiency in Microsoft Office applications and modern workplace technologies, with strong overall technical literacy and troubleshooting capabilities.
• Highly organized and self-driven professional who can effectively manage multiple priorities, projects, and customer engagements in a fast-paced and constantly evolving environment.
• Strong collaboration and stakeholder management skills, with the ability to lead virtual teams, coordinate cross-functional resources, and drive results across complex global organizations.
• Flexible, adaptable, and eager to learn, with a genuine passion for emerging technologies and continuous professional development.
• Experience in one or more endpoint management and deployment technologies is highly preferred, including Intune, SCCM, Asset Management Tools, Patch Management, Driver Management, Image Management, Modern IT Deployment solutions, Windows 11 engineering, diagnostics and troubleshooting, as well as strong knowledge of PC architecture and current Windows operating systems. Willingness to travel is required.

What We Offer

• Holiday purchase
• Private medical
• Income protection
• Attractive pension scheme
• Positive work life balance
• Learning and development
• Life insurance
• Lenovo and Motorola products discounts
• Lifestyle discounts
• Cycle to work
• MyGymDiscounts
• Mortgage advice and support
• Referral bonus
• Free onsite parking

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