Brazil Premier Support Manager

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Description and Requirements

The Premier Support Manager for Brazil is responsible for the successful execution of premier services in the country. This role involves leading a team of engineers who provide level 1 support for commercial customers, ensuring smooth end-to-end service delivery, and managing customer escalations. The Premier Technical Support Manager is a strong and experienced leader, capable of optimizing support processes to improve productivity while delivering services in line with key performance indicators (KPIs) and expectations.

• Lead the premier team in Brazil, managing a group of Level 1 engineers who provide hardware and software support for customers using Lenovo's notebooks, desktops, workstations, and collaboration devices.
• Support the team with customer escalations, providing executive communication and resolution. Customer escalations may also involve internal sales teams and inquiries related to special bids, including those in the public sector.
• Achieve outstanding customer satisfaction scores and service levels according to targets, while ensuring the development and growth of current talent and preparing support capabilities in line with sales outcomes.
• Identify and support training plans that contribute to skill growth within the team, leading to improvements in productivity and customer experience.
• Establish Business Management Systems (BMS) within the team and with key stakeholders to ensure the accomplishment of service KPIs, communicate results, and incorporate feedback to modify business strategy.
• Perform executive KPI reviews for senior regional management, analyzing deviations and presenting action plans to achieve service KPIs.

• Develop and implement strategies to enhance operational efficiency and reduce costs while maintaining high-quality service delivery.
• Foster a culture of continuous improvement by encouraging team members to identify and implement process enhancements.
• Collaborate with cross-functional teams to ensure seamless integration of support services with other business operations.
• Monitor and analyze key performance indicators (KPIs) to identify trends and areas for improvement, and develop action plans to address any issues.
• Drive innovation within the team by exploring and implementing new technologies and methodologies to improve support services.
• Ensure compliance with company policies, industry regulations, and best practices in all support activities.
• Build and maintain strong relationships with key stakeholders, including customers, internal teams, and external partners.
• Lead initiatives to improve customer retention and loyalty through exceptional service and support.
• Conduct regular performance reviews and provide constructive feedback to team members to support their professional growth and development.

Additional Locations:
* Brazil - São Paulo - São Paulo

* Brazil - São Paulo - Sao Paulo