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SalaryRegion Quality Coordinator - NSW
General Information
Req #
WD00058984
Career area:
Hardware Engineering
Country/Region:
Australia
State:
New South Wales
City:
Chatswood
Date:
Friday, November 17, 2023
Working time:
Full-time
Additional Locations:
- Australia - New South Wales - Chatswood
#WeAreLenovo
We do what we say. We own what we do. We WOW our customers.
Lenovo (HKSE: 992) (ADR: LNVGY) is a US$62 billion revenue global technology powerhouse, ranked #217 in the Fortune Global 500, employing 77,000 people around the world, 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 by further expanding into growth areas that fuel the advancement of 'New IT' technologies (client, edge, cloud, network, and intelligence) including server, storage, mobile, software, solutions, and services. 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 StoryHub.
Benefits & Culture:
At Lenovo, we value Innovation, Entrepreneurship, Teamwork & Serving our Customers. If you strongly align yourself with our culture & belief, you are at the right place. Check out what we offer and build a rewarding career with us!
- At Lenovo we are proud to be an equal opportunity company
- A multitude of professional and personal development opportunities
- Competitive remuneration & benefits
- Access to various trainings
- Performance-based rewards
- An international team with a high focus on diversity & inclusion
- Hybrid working environment, one of the most rewarding thinking IT companies
Description and Requirements
The ideal candidate is an engineer by training with strong communication and organization skills. We would expect some travel, both to Morrisville in the US and periodically to troubled accounts or partners in the region.
Role description:
In this role, the candidate will act as the Customer Quality Engineering focal to the geo stakeholders, help define and manage the communication cadence, work on projects related to AP customer quality, and facilitate onsite engineering tasks for stalled, widespread, or difficult PC and Smart Device cases with significant business risk. The candidate will also work in tandem the AP Services team on collaborative projects and to collect actionable data on large-scale issues and the voice of the customers.
Role and Responsibilities:
1. Manage Customer Quality Program in AP
a. Act as the AP Customer quality engineering focal to the region stakeholders, by:
i. Implementing and firmly establishing throughout AP a Customer Quality Program to monitor, manage, and report product quality and performance issues in support of Lenovo's Smart Quality Management Model
ii. Identifying region stakeholders from both services and sales organisations down to country level - with a view to establishing a “who's who communications matrix” to facilitate communication in the region
iii. Defining the communications cadence and driving regular interlocks with the region stakeholders - reporting on status of top issues
iv. Driving executive level communications cadence with AP and WW executive sponsors
v. Establishing and developing a good working relationship with the region stakeholders to promote Customer Quality Engineering in AP
b. Drive improvements in the end-to-end resolution time and effectiveness of Customer Quality Engineering, by:
i. Identifying and expediting the investigation and resolution of the top product quality and performance issues with significant business risk - Key Performance Indicator: Time to Solution (TTS) (
25 days for AP)
ii. Collaborating with the extended services community (Sales Technical resources, Premier, Level 2, Services Critical Situation Team) to assure accurate failure analysis and problem recreation data capture - KPI: TTS (
25 days for AP)
iii. Collaborating with WW Customer Quality Engineering, Development and ODMs to support problem investigation and resolution - KPI: TTS (
25 days for AP)
iv. Providing Engineering support to the customer account and Services Critical Situation (CritSit) teams in the resolution of the problem and deployment of the solution - KPI: number of Crits (reduce Year-on-Year)
v. Utilising Fu Pan process to identify improvements and best practice in the end-to-end support process of product quality and performance issues in AP
2. Provide engineering support on product quality issues in AP, by:
a. Representing Customer Quality Engineering in AP for the top product quality and performance issues with significant business risk
b. Taking ownership and full end-to-end responsibility for the resolution of product quality and performance issues in AP - minimising customer down-time and/or business impact
c. Providing leadership and direction to the AP services and sales teams on the resolution of such issues
d. Providing guidance and support to WW Customer Quality Engineering team in support of the resolution of these issues - facilitating communications with the customer, and regional services and sales teams
e. Engaging directly with customers on reported product quality and performance issues - providing onsite engineering support as necessary
3. Implement Voice of the Customer (VOC) Program for Product Quality in AP, by:
a. Establishing regular interlocks with region stakeholders in both services and sales organisations to solicit feedback on Customer Quality Engineering's performance in addressing product quality and performance issues
b. Engaging with and supporting the largest customer accounts/deployments in the region providing direct customer feedback on product quality and performance in the field
c. Developing an early warning system to proactively identify potential pervasive product quality and performance issues in the field pre and post product deployment
d. Appraising WW Customer Quality Engineering of large product rollouts in the region
e. Collaborating with AP Services Quality focal in the support of on-going product quality and performance issues in the field and in the identification and proactive management of potential product quality and performance issues
f. Conducting product pioneering reviews with the largest customer accounts in the region supporting the customer with their IT strategy and direction, devising innovative approaches to supporting the customer's IT ecosystem
4. Proposed Project support
a. Customer Experience Sampling Program (Auditing new products from a customer perspective)
i. Personally participate in new product CX focused audits (First Article of Inspection (FAI) and Beta) providing direct feedback to CXS team on product quality and performance across both Consumer and Commercial segment products
ii. Support CXS team to deploy CXS program in AP identifying target countries and audience to participate in Customer Experience (CX) focused audits (FAI and Beta)
iii. Support CXS team in conducting mass production audits in manufacturing, onsite at customers, and at vendor sites (e.g.: Repair Depots)
b. Future projects - preparing for new initiatives and projects for the new fiscal year for the purpose of improving Quality outcomes in the region
Role Priorities:
1. Management of Top issues
2. Region Stakeholder management
3. Interlocks with region stakeholders
Requirements:
· Degreed engineer (electrical, mechanical, computer) or Computer Science strongly preferred
· Demonstrated effective communication skills
· Problem solving, analytical, and organization skills
· 5 years or more experience, with greater consideration for longer duration of relevant experience
Additional Locations:
- Australia - New South Wales - Chatswood
- Australia
- Australia - New South Wales
- Australia - New South Wales - Chatswood
