Vendor Management

4 months ago

Gurugram, India Lenovo Full time

Description and Requirements

Position Description

The position is within Lenovo’s Services organization reporting to Head Field Service Delivery. This person manages the field service delivery partners(Authorized Service Partners (ASP)) for India.

OBJECTIVES :

•Deliver better CX at the last 3feet by end-to-end management of field service to our customers by delivering extraordinary customer service in a consistent, repeatable, and cost-effective way.

•Maintain capacity & capability of ASP partners in line with service requirements and maximize the productivity consistently.

•Drive efficiency and effectiveness of service delivery processes & resources that deliver standard and PCPS services. Achieve Lenovo business objectives on cost, quality, and CX.

•Simplify the Complex : Lead Lenovo field service tower to industry benchmark for Speed, Quality, Cost and CX.

Key KPIs :

•Enabling effective functioning of existing ASP while developing new ASP for field service delivery purpose as per the business requirement of various product & services functions.

•Work out effective and efficient ASP management so that ASP can function efficiently to support customer, sales partners & Lenovo’s business needs.

•Track & Drive performance of existing service ASP using various metrics and ensure QMS / Zero tolerance action items improvement

•Create & Drive programs aligned with ASP performance to increase success.

•Skills improvement by ensuring Technical Trainings and Certifications of ASP workforce

•Build a stronger and closer relationship between Lenovo and ASP

•Drive APOS through Field Service network both at ONS and CCI

•To be the focal point for APSs from the Field Service tower to interface with the respective cross functional teams across Lenovo India Services.

•New ASP on boarding & de-boarding as required by the business need.

•Ensuring ASP readiness in terms of skills, coverage, training, process readiness etc. for the delivery of services and ensuring CX

•To ensure ongoing FSE capacity availability based on the forecast to deliver the seamless service to our customers

•Maintain timeliness for all the SOP, SOW etc. documentations duly signed & safeguard from the audit exposure

•To design, deploy, monitor & measure performance objectives of various programs which are around QMS, CX & Cost saving

•Long term relationship management & overall partner satisfaction

Position Requirements:

•Graduate

•10+ years relevant experience

•Should be collaborative, customer centric, high engagement team player. Able to work with ASP network & get the work done on field & exhibit ownership to maintain CX at all levels.

Key Behavioral competencies:

•Prevention is better than Cure… it is must to be “ proactive in everything we do”

•Consistency over Perfection… to continuously learn from success & failure and ensure consistent performance

•Regular Engagement…with all the ASPs, Region teams & most important visits to “ground zero” to know the reality, motivate the teams & build very strong relationship.

•Always have long term thinking…solution should be sustainable & scalable.

•Empower yourself…able to make choices & decisions.

Additional Locations : * India - Haryāna - Gurgaon * India - Haryāna - Gurgaon * India * India - Haryāna * India - Haryāna - Gurgaon , * India - Haryāna - Gurgaon

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