• ISG Worldwide Client Care & Product Engineering…

    Lenovo (Morrisville, NC)


    ISG Worldwide Client Care & Product Engineering Executive Director

     

    General Information

     

    Req #

    WD00090655

    Career area:

    Hardware Engineering

    Country/Region:

    United States of America

    State:

    North Carolina

    City:

    Morrisville

    Date:

    Tuesday, November 4, 2025

    Working time:

    Full-time

    **Additional Locations** :

    * United States of America - North Carolina - Morrisville

     

    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$69 billion revenue global technology powerhouse, ranked #196 in the Fortune Global 500, 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 with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).

     

    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 ourStoryHub (https://news.lenovo.com/) .

     

    Description and Requirements

    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 Management

    + Serve as the senior technical executive for escalated customer issues, directly engaging with customers to restore confidence and ensure rapid resolution

    + Represent the ‘voice of the customer’ internally, advocating for their needs across all involved functions

    + Build trusted executive-level relationships with customers worldwide

    + Customer Issues Resolution Leadership

    + Lead a global product engineering level 3 support and client care team, responsible for troubleshooting and resolving complex technical issues

    + Drive cross-functional collaboration with Development, Quality, Supply Chain, Sales, Services teams, and vendors to accelerate RCA and corrective actions

    + Establish clear processes and governance to ensure timely closure of escalations

    + Continuous Improvement

    + Champion long-term product quality, serviceability, reliability, and design improvements based on customer feedback and field data

    + Identify systemic issues across the entire value chain and lead initiatives and lessons learned activity to prevent recurrence

    + Partner with Product Management, Sales, Quality, Supply Chain and Development to influence operational process, future product design, and Go To Market improvement

    + Strategic Leadership

    + Define and execute the vision for global product engineering and client care excellence

    + Mentor, develop and maintain a high-performing team culture across geographies

    + Measure, monitor, and report on escalation trends, customer satisfaction, and product quality improvement

    Basic 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.

     

    _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** :

    * United States of America - North Carolina - Morrisville

    * United States of America

    * United States of America - North Carolina

    * United States of America - North Carolina - Morrisville