Technical Support Engineer - Waukesha, WI

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US $83 billion revenue global technology powerhouse, ranked #153 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  , and read about the latest news via our Story Hub .

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.

• 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.

• 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.

• 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.

• 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…