Customer Service & Service Order Management Specialist for DACH Region

Náplň práce, právomoci a zodpovednosti:
Lenovo’s EMEA Service Operations team is seeking a seasoned Customer Service & Service Order Management Specialist to lead complex service coordination across the DACH region (Germany, Austria, Switzerland). As a senior specialist, you will act as the central point of contact for key partners, ensuring flawless execution of service processes, escalations, repair workflows, and order lifecycle management.

This role requires strong autonomy, advanced system knowledge, and high‑level stakeholder engagement. You will collaborate cross‑functionally with depots, logistics hubs, the Call Center (CEC), and Service Delivery Managers, driving operational excellence and strengthening Lenovo’s service reputation across EMEA.


Key Responsibilities

- Serve as the Single Point of Contact for DACH partners, delivering expert‑level guidance on service topics and consistently ensuring accurate updates on repairs, shipments, parts, and workflow progression.
- Lead advanced depot coordination, overseeing work orders, error diagnostics, hold statuses, and decision‑making on billable repairs, cost estimates, goodwill handling, and repeated repair cases.
- Ensure rigorous SLA compliance, managing high‑impact escalations, lost‑device investigations, urgent cases, and complex scenarios in alignment with Service Delivery Managers.
- Oversee logistics HUB processes with senior‑level ownership, including tracking, blind shipments, and one‑leg/two‑leg routing for non‑standard service orders.
- Drive expert resolution of DOA requests and CEC support tickets, providing partners with clear, structured troubleshooting and process explanations.
- Manage end‑to‑end service order governance in Microsoft Dynamics, including BTOS decisions, POP corrections, credit/refund validation, and CRU spare‑part coordination.
- Oversee Reconext and ETRAC monitor‑repair workflows and deliver targeted partner training on complex service procedures and exception handling.
- Own advanced MSD system oversight: analyze dashboards, resolve anomalies, reduce backlog, lead order clean‑ups/cancellations, and produce SLA and performance reporting with high accuracy.

Zamestnanecké výhody, benefity:
Opportunities for career development & growth
Performance based rewards
Hybrid working model (homeoffice/office)
3 sick days per year
Additional vacation days
100% sick leave compensation up to 2 months per year
A broad selection of soft / hard skills trainings and individual mentoring
Employer contribution to the Third Pillar Pension System
Life & life events insurance, fully covered by company

Požiadavky na zamestnanca:
- Bachelor’s degree (or equivalent practical background) in business, logistics, service operations, or a related field.
- Demonstrated expertise in service operations, order lifecycle governance, and complex service case handling in an international environment.
- Advanced proficiency with service systems, especially Microsoft Dynamics; familiarity with MSD, RTS, Reconext, and ETRAC is considered a strong advantage.
- Strong command of SLA management, repair lifecycle decision‑making, credit/refund processes, POP adjustments, and escalation frameworks.
- High proficiency in analyzing dashboards, ensuring data quality, and supporting backlog reduction and process optimization activities.
- Language requirements: German (mandatory) and English (mandatory).
- Excellent stakeholder management and communication skills, with the ability to navigate complex partner relationships and cross‑functional dependencies.
- Highly structured, autonomous, and solution‑oriented, able to independently drive service excellence and resolve complex operational challenges.