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Quality Assurance and Technical Training Specialist, Technical Support Team Leader

2 months ago

Bratislava, Slovakia Lenovo Full time

Why Work at Lenovo

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

Lenovo is a US$62 billion revenue global technology powerhouse, ranked #217 in the Fortune Global 500, employing 77,000 people around the world, 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 by further expanding into growth areas that fuel the advancement of 'New IT' technologies (client, edge, cloud, network, and intelligence) including server, storage, mobile, software, solutions, and services.

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.

Description and Requirements

We are seeking an experienced and dynamic professional for the role of Quality Assurance and Technical Training Specialist, Technical Support Team Leader. This position plays a critical role in ensuring our technical support team delivers exceptional service by upholding the highest standards of quality and providing robust training. The ideal candidate will seamlessly integrate these responsibilities while supporting the technical support team manager with operational tasks in order to achieve optimal performance. The position is based in Bratislava, Slovakia. You will be working in an international growing team.

Key Responsibilities:

1. Quality Assurance (QA) and Technical Training Specialist

Develop, implement, and maintain quality assurance protocols and standards to ensure consistent delivery of high-quality work.Conduct regular audits and inspections to ensure compliance with company and industry standards.Monitor, evaluate, and document the quality of work produced by the technical support team, ensuring that all deliverables meet established criteria.Identify areas for improvement within the team's processes and collaborate with relevant departments to implement corrective actions.Prepare detailed reports on quality metrics, identifying trends and potential areas of concern to drive continuous improvement.Collaborate with the production and development teams to resolve quality issues promptly and effectively.Develop and deliver comprehensive training programs for both new hires and existing staff, ensuring that all training aligns with company standards and the specific needs of the EMEA region.Assess training needs through surveys, observations, and feedback from team members and supervisors, ensuring training is targeted and effective.Create training materials, manuals, and resources that are clear, engaging, and tailored to the audience's needs.Conduct one-on-one and group training sessions, providing interactive and practical learning experiences.Monitor and evaluate the effectiveness of training programs, making necessary adjustments to improve learning outcomes.Provide ongoing coaching and support to team members, enhancing their skills and performance, and fostering a culture of continuous improvement.
2. Technical Support Team Leader:

Support the remote team manager by overseeing local operational matters, ensuring that day-to-day activities align with the overall team objectives and company standards.Manage team schedules and performance metrics locally.Act as the local point of contact for escalated team situations, working closely with the remote team manager and other departments to ensure effective resolution.Foster a collaborative and positive team environment, encouraging professional growth, adherence to company policies, and a commitment to excellence.
Experience: 4+ years of experience in Client Technical Support roles, Experience within IT Services and call centre environment

Key Competencies Needed:

Advanced Knowledge on Windows Operating Systems and MS ProductsProven ability to troubleshoot hardware issues across Notebooks, Desktops, Workstations, Peripherals and Smart devicesExcellent verbal and written communication skillsSuperior customer service skillsStrong analytical skills with a proactive approach to identifying and resolving issues; ability to see and understand multiple perspectivesProven ability to learn new and complex technologyAble to prioritize in a fast-paced, dynamic work environmentAbility to commit and hold to delivery dates, but also work with agility and speed to respond to short-notice requestsBusiness level English required
Base gross monthly salary starts from 2.500 EUR. The final offer could be, of course, negotiated higher than the advertised minimum - it all depends on your experience In addition, there is also a variable part (a bonus) in value of 12% of your annual earnings.

What we offer:

3 sick days per year Additional vacation days100% sick leave compensation up to 2 months per yeara broad selection of soft and hard skills trainings and individual mentoring1:1 contribution to the Third Pillar Pension SystemLife & Accident & Disability Insurance fully covered by LenovoReferral ProgramHybrid office model
You will report to SSG (Solutions & Services Group) organization structure.

SSG has been focusing on the expanding IT service market, especially the digital workplace services opportunity, the growing demand for aaS (as a Service) model, and customers' stronger preference for sustainability services. Meanwhile, SSG has continued to invest in software tools, platforms, and repeatable vertical solutions with our own IP, and focus on vertical solutions in manufacturing, retail, healthcare, education, and Smart City. We are expanding TruScale as a Service to include Digital Workplace Solutions, developing our Hybrid Cloud solutions, and exploring Metaverse solutions.

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.

Additional Locations:
* Slovakia