Technical Account Manager

As a Lenovo Technical Account Manager (TAM), you will serve as a trusted advocate for our Premier Support customers, ensuring a high-quality service experience and seamless delivery. This is a customer-facing role combining technical expertise with strong communication and coordination skills, working across global teams to resolve issues and drive continuous improvement.

You will leverage your knowledge of PC technologies (hardware, operating systems, and networking) while acting as a single point of contact for escalations, performance tracking, and customer engagement.

We are continuously growing our Premier Support team and are looking to connect with talented professionals for future opportunities.

Key Responsibilities

• Act as the primary point of contact for Premier Support customers, building strong relationships across technical and executive levels
• Serve as a trusted advisor by understanding customer environments, business needs, and driving proactive engagement
• Own and manage customer escalations end-to-end, coordinating across support, engineering, and field teams to ensure timely resolution
• Translate complex technical issues into clear action plans and provide post-incident reporting, including root cause analysis for critical cases
• Monitor service performance against SLAs and KPIs, ensuring accountability and high customer satisfaction
• Deliver regular service reviews and performance insights to customer stakeholders
• Identify trends, recurring issues, and opportunities for service improvement, prevention, and automation
• Collaborate with cross-functional teams (Engineering, Support, Product, Sales) and contribute to continuous improvement initiatives

Position Requirements

• 3-5 years of experience in IT services, technical support, system administration, or technical account management roles
• Strong technical understanding of PC technologies, including hardware, BIOS, Windows/Linux OS, imaging, and networking fundamentals
• Experience managing technical escalations and enterprise customer relationships in a service delivery environment
• Familiarity with IT service management frameworks (incident, problem, and change management)
• Ability to perform basic technical diagnostics and effectively communicate with technical and non-technical stakeholders
• Strong analytical and troubleshooting mindset, with the ability to identify patterns and drive root cause resolution
• Excellent communication, presentation, and stakeholder management skills in a cross-functional, global environment
• Fluency in English and Arabic is required;

What We Can Offer You

• An international team with a high focus on Gender Diversity.
• Employee Assistance Program, e.g., for psychological, legal & financial consultancy
• You are joining a company that prioritizes sustainable solutions like CO2 Offset, Asset Recovery Services, and the Lenovo Certified Refurbished portfolio.
• Access to training for personal development - Internal E-learning Development Platform Available for Employees
• Mentorship program

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.