Technical Support Engineer - Waukesha, WI

About the Role

The Technical Support Engineer serves as the primary operational and technical point of contact for assigned customers, ensuring timely responsiveness, issue resolution, and an exceptional support experience. Acting as the customer advocate within Lenovo, the SME collaborates closely with customers, service delivery teams, Product Engineering (PE), Development, Sales, and Services leadership to drive service excellence.

This position will work on a hybrid schedule to our Waukesha, WI location and will also include local travel as needed.

Key Responsibilities

Customer Relationship & Escalation Management

• Serve as the primary point of contact for operational and service-related customer issues.
• Act as a trusted advisor and advocate for customers across the Lenovo organization.
• Build and maintain strong relationships with customer stakeholders and leadership teams.
• Coordinate and conduct regular operational meetings, and status calls.
• Manage escalated issues through resolution, engaging Product Engineering, Development, and other support teams as needed.
• Effectively communicate service updates, action plans, and resolution progress to customers and internal stakeholders.

Service Delivery & Technical Leadership

• Lead complex service delivery activities and ensure compliance with contractual support obligations.
• Coordinate technical issue management across cross-functional teams to deliver effective solutions.
• Troubleshoot and manage complex enterprise-level technical issues.
• Be accountable for the overall quality of services delivered to assigned customers.
• Ensure current and future service demands are understood and incorporated into capacity planning activities.

Continuous Improvement & Operational Excellence

• Develop and coordinate proactive support initiatives that improve customer satisfaction and operational performance.
• Identify process gaps and implement new or improved service delivery processes and procedures.
• Lead continuous improvement efforts focused on quality, efficiency, scalability, and cost reduction.
• Analyze service trends, customer feedback, and operational metrics to drive improvements.
• Write and maintain customized support processes, workflows, and documentation.

Project & Program Management

• Manage customer-facing projects and internal service improvement initiatives.
• Coordinate activities across multiple teams to ensure project milestones and objectives are achieved.
• Balance multiple priorities and projects while aligning efforts to business and customer objectives.
• Drive initiatives from planning through execution while meeting deadlines and performance expectations.

Business & Customer Engagement

• Develop an understanding of customer business operations, organizational culture, industry trends, and strategic objectives.
• Identify opportunities to improve customer perceptions of Lenovo services and support.
• Partner with internal teams to prioritize customer requirements and drive long-term improvements.
• Travel regularly to customer sites to conduct operational reviews, relationship-building activities, and support service delivery when required.

Basic Qualifications

• 5+yrs of Experience managing enterprise customer escalation with the business.
• 7+yrs of Technical troubleshooting and problem-solving experience in an Information Technology organization.
• Associate's Degree AND 5+yrs of working experience OR Bachelor's Degree in Information Technology, Engineering, Mathematics, or related field.

Preferred Qualifications

• Hands-on Experience troubleshooting with SUSE Linux.
• Experience leading cross-functional teams and driving issue resolution across multiple organizations.
• Demonstrated ability to manage multiple projects simultaneously while meeting business objectives.
• Excellent verbal, written, and presentation communication skills.
• Strong analytical, organizational, and decision-making abilities.
• Ability to work effectively under pressure and drive critical issues to resolution.
• Experience developing operational processes, procedures, and continuous improvement initiatives.
• Comfortable interacting with all levels of customer leadership, executives, and internal stakeholders.

• Experience in enterprise services, support delivery, account management, or technical service management.
• Experience working directly with Product Engineering, Development, and Support organizations.
• Strong understanding of enterprise customer environments and contractual support services.