Customer Quality Management

About Lenovo

Lenovo is a global technology leader with US$83 billion in revenue, ranked #196 on the Fortune Global 500. Operating in 180 markets, Lenovo serves millions of customers daily. The company focuses on delivering Smarter Technology for All and offers a comprehensive portfolio including AI-enabled PCs, workstations, smartphones, tablets, infrastructure solutions, software, and services. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992, ADR: LNVGY). Committed to innovation, Lenovo strives to build a more equitable, trustworthy, and intelligent future worldwide.

Role Overview

The India Customer Quality Management position involves ensuring product quality through analysis, collaboration, and continuous improvement initiatives focused on customer satisfaction.

Key Responsibilities

• Conduct failure analyses on field issues such as ODTS, Critical Situations, and Top-down cases.
• Clarify customer usage scenarios by collaborating closely with the Service team.
• Perform initial local failure analysis and coordinate with backend teams for advanced investigations when needed.
• Deploy customer-oriented solutions and facilitate continuous improvement efforts.
• Work jointly with service and quality KPI/PQM teams on IFIR, RA, and PSI activities.
• Analyze quality data to identify primary causes of issues and drive corrective actions with backend teams.
• Implement proactive solutions in the field and disseminate relevant guidance.
• Lead follow-up activities (Fupan) for field problems when necessary.
• Serve as the India quality focal point by organizing and managing regional routine BMS and workshops with service teams.
• Handle Voice of Customer (VOC) cases by leading identification, analysis, and improvement initiatives with backend support to elevate customer satisfaction.
• Support customer visits for addressing critical field issues as the quality owner.

Qualifications and Experience

• Bachelor’s degree or higher, preferably in Electronics Engineering, Mechanical Engineering, or related disciplines.
• Over five years of experience in quality roles within the computer industry, with comprehensive knowledge of personal computer hardware and software failure analysis and quality data evaluation.
• Strong communication skills to collaborate effectively with customers and cross-functional teams.
• Proven track record in maintaining positive customer relationships and proactively addressing their needs.
• Practical experience using quality tools such as PFMEA, NUDD, and DFX.
• Basic understanding of machine learning concepts and AI large model applications.
• Advanced skills in Microsoft Excel (including data analysis and modeling) and PowerPoint (report creation and presentation); familiarity with Power BI is preferred.
• Fluent in English, both written and spoken, for effective cross-cultural communication.
• Willingness to undertake business travel as required.

Additional Information

Lenovo is committed to equal employment opportunity and does not discriminate based on race, color, sex, age, religion, sexual orientation, gender identity, national origin, veteran status, disability, or any protected federal, state, or local classification.