ISG Worldwide Client Care & Product Engineering Executive Director at Lenovo

Position overview:The executive is to lead a worldwide team dedicated to delivering best-in-class technical resolution and customer care for our ISG portfolio, including servers, storage, software, networking, and related solutions. This executive will serve as the key interface with our customers on critical escalations, ensuring timely issue resolution, while also driving systemic improvements across the product lifecycle to elevate quality, reliability and customer experiences.Key responsibilities:Customer Engagement & Escalation ManagementServe as the senior technical executive for escalated customer issues, directly engaging with customers to restore confidence and ensure rapid resolutionRepresent the ‘voice of the customer’ internally, advocating for their needs across all involved functionsBuild trusted executive-level relationships with customers worldwideCustomer Issues Resolution LeadershipLead a global product engineering level 3 support and client care team, responsible for troubleshooting and resolving complex technical issuesDrive cross-functional collaboration with Development, Quality, Supply Chain, Sales, Services teams, and vendors to accelerate RCA and corrective actionsEstablish clear processes and governance to ensure timely closure of escalationsContinuous ImprovementChampion long-term product quality, serviceability, reliability, and design improvements based on customer feedback and field dataIdentify systemic issues across the entire value chain and lead initiatives and lessons learned activity to prevent recurrencePartner with Product Management, Sales, Quality, Supply Chain and Development to influence operational process, future product design, and Go To Market improvementStrategic LeadershipDefine and execute the vision for global product engineering and client care excellenceMentor, develop and maintain a high-performing team culture across geographiesMeasure, monitor, and report on escalation trends, customer satisfaction, and product quality improvementBasic Qualifications: Bachelor’s degree in Engineering, Computer Science, or a related technical field; Master’s degree or MBA preferred.15+ years of experience in product engineering, technical support, or similar within the enterprise IT or infrastructure solutions industry.Proven track record of leading global, cross-functional engineering or support organizations in a high-tech environment.Deep understanding of enterprise infrastructure technologies including servers, storage, networking, and software solutions. Apply Now