Field Technical Consultant

* United Kingdom
- Hampshire
- Farnborough

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Lenovo Solutions & Services Group (SSG) is looking for a customer-focused and technically skilled Field Technical Consultant (FTC) to join our EMEA delivery organization. In this role, you will act as a trusted advisor for strategic customers, driving service excellence, managing critical escalations, and helping organizations maximize the value of their Lenovo solutions and services. You will combine technical expertise, customer relationship management, and analytical problem-solving to deliver exceptional customer experiences while proactively identifying opportunities for service improvement.

As part of the EMEA Delivery team, you will report directly to the Director, DWS Delivery - EMEA and collaborate with customers, support teams, account teams, and global service organizations to ensure successful service delivery and customer satisfaction.

• Serve as the trusted technical advisor and customer advocate, ensuring customers maximize the value of their Lenovo products and services throughout the entire customer lifecycle.
• Act as the primary point of contact for critical escalations, leading end-to-end coordination between customers, support engineers, software teams, and field service specialists to drive issue resolution.
• Own communication and stakeholder management across multiple teams, ensuring seamless collaboration between customers, support organizations, account teams, and service delivery teams.
• Investigate complex technical issues, analyze root causes, and oversee problem-solving activities, ensuring timely resolution while maintaining a high level of customer satisfaction.
• Prepare and deliver post-incident reviews and executive reports, providing customers with clear insights, lessons learned, and actions taken following critical support incidents.
• Monitor service performance and identify trends through data analysis, leveraging analytical skills to proactively improve service quality, operational effectiveness, and customer experience.
• Drive proactive maintenance and prevention initiatives, applying knowledge of PC and Cloud technologies, industry best practices, and performance data to minimize future issues and risks.
• Lead continuous improvement efforts and complex service delivery activities, ensuring contractual service commitments are met while optimizing customer and internal business processes for greater efficiency.

• Strong knowledge of PC technologies, Cloud solutions, and modern IT environments, with a solid understanding of market trends, competitor landscape, service strategies, and customer support best practices.
• Confidence interacting with senior stakeholders and executives up to C-level, with the ability to build credibility, influence decisions, and manage high-profile customer relationships.
• Excellent communication, presentation, and interpersonal skills, capable of explaining complex technical topics to both technical and non-technical audiences.
• Proficiency in Microsoft Office applications and modern workplace technologies, with strong overall technical literacy and troubleshooting capabilities.
• Highly organized and self-driven professional who can effectively manage multiple priorities, projects, and customer engagements in a fast-paced and constantly evolving environment.
• Strong…