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About the Role
Lenovo is seeking a leader to manage the RO team's operations, people, and incident resolution processes. This role involves overseeing critical incidents, analyzing root causes, driving customer satisfaction, and collaborating with various internal and external stakeholders to ensure effective solutions and continuous improvement.
Responsibilities
- Manage the RO team’s operations and people, including performance evaluation, talent development, and resource allocation.
- Lead team members to ensure that plans and actions are executed appropriately and in a timely manner.
- Share best practices and provide coaching, mentoring, and training.
- Provide decision-making support and guidance for complex and high-impact cases.
- Oversee the resolution of critical incidents, including Crit-Sit cases, from initial planning through closure.
- Analyze the root causes of problems and incidents and develop and execute appropriate corrective actions.
- Visit customers and provide explanations and updates when required.
- Drive customer satisfaction recovery and implement measures to prevent recurrence.
- Provide progress updates to customers and business partners.
- Prepare and review customer-facing reports.
- Build and strengthen relationships with Sales, Service Sales, Development, Manufacturing, and other key stakeholders.
- Monitor the progress of cases handled by the RO team and manage escalations.
- Determine response strategies and priorities based on the severity, priority, and associated risks.
- Maintain and continuously improve the overall quality of incident response across the organization.
- Optimize the allocation of personnel, budget, and equipment.
- Manage departmental costs and oversee budget planning and actual performance reporting.
- Drive improvements in the efficiency and productivity of problem-resolution activities.
- Collaborate with Service, Sales, Development, Manufacturing, Product, and other functions to deliver effective solutions.
- Make informed decisions while balancing customer needs with broader business and organizational impact.
- Consolidate the status of incidents and critical cases and provide regular reports to senior management on a weekly, monthly, and quarterly basis.
- Prepare executive-level summaries and provide clear visibility into key risks and potential business impacts.
Requirements
- Japanese fluency is a MUST (native level)
Location
- Japan - Tōkyō - Chiyoda-Ku
Work Type
- Full-time
About the Company
- 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.