eService Support AI Solutions Manager

Responsibilities

• Support Project F (Machines Fix Machines) initiatives by contributing to the design and rollout of AI-enabled self‑healing and automated support capabilities within Lenovo eService platforms.
• Assist in defining AI‑driven service scenarios (e.g., issue detection, recommendation, auto‑resolution flows) to improve issue resolution efficiency and customer experience.
• Work with cross‑functional teams to translate support use cases into AI solution requirements and track delivery progress.
• Analyze AI performance metrics and customer behavior to help identify optimization opportunities for automation effectiveness and resolution rates.
• Support ongoing AI service operations, including monitoring solution performance, documenting learnings, and contributing to continuous improvement of Project F capabilities.

Qualifications

• Bachelor’s degree or above in Computer Science, Information Te...