• Mexico

The SMO (Services Management Office) Service Coordinator will support the Service Delivery Manager deliver an efficient service to Lenovo Device as a Service (DaaS) / Managed Services customers.

We are seeking candidates ideally with experience in the following disciplines:

Order Management

• Processing orders for new devices, and re-deploying existing devices
• Support the device forecasting process
• Order Management – Order to Install process
• Oversee configuration of Desktop, Laptop and Tablet devices
• Monitor and manage the inventory levels
• Utilize Order Management tools

Account Management

• Can translate contract terms into operational deliverables
• Manage the service lifecycle of deployed devices
• Creation of customer invoices
• Well versed in Purchase Order administration

Service Management & Productivity Improvement

• Experience in an Account Operations environment
• Manage incidents and requests from clients
• Facilitate a resolution to any technical escalations
• Prepare documentation to track and report on SLA performance
• Identify and support initiatives to improve client service delivery
• Build solid working relationships with partners & suppliers

Client Experience

• Interact with the clients
• Facilitate an answer to any queries associated with their aligned contract(s)
• Be on top of any issues within their customer environment
• Demonstrate an obsession to maximize client satisfaction level

Basic Requirements

• 1-2 years project coordination experience, ideally in a services environment
• Fluent in English
• Experience with ticketing tools (preferably ServiceNow)

• Skilled in Excel / Reporting
• Persistent, detail oriented, able to multitask
• Must have a good attitude towards learning

• Mexico