Back Office - Service Dispatch & Case Management Specialist
Core
Back-office operational specialist coordinating service requests, cases, and work orders between Lenovo, service providers, and internal stakeholders.
Role type
Back-office Service Dispatch & Case Management Specialist
Builds
Service execution support, parts fulfillment, and operational case resolution for Lenovo and retail partners.
Domain
IT Hardware After-Sales Support & Logistics
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Service request intake, warranty validation, Work Order creation, parts order processing, escalation management, SLA monitoring, stakeholder coordination, data documentation
Preferred skills
CRM/ticketing system experience, retail partner support, logistics workflows, Microsoft Excel (filters, pivot tables), Lenovo product knowledge
Technologies
CRM, case management systems, ticketing systems, dispatch systems, order management systems, Microsoft Outlook, Microsoft Excel
Responsibilities
Receive and validate service requests and work orders; monitor and close customer cases and escalations; coordinate parts fulfillment and shipping; maintain accurate case documentation and audit trails; prioritize tasks based on SLA risk and business urgency.
Seniority
Entry to Mid-level, hands-on operational specialist
