Hardware Process Engineer **General Information** Req # WD00081671 Career area: Hardware Engineering Country/Region: Romania City: Bucharest Date: Friday, April 25, 2025 Working time: Full-time **Additional Locations** : * Romania **Why Work at Lenovo** We are Lenovo. We do what we say. We own what we do. We WOW our customers. Lenovo is a US$57 billion revenue global technology powerhouse, ranked #248 in the Fortune Global 500, 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 with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY). 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 www.lenovo.com , and read about the latest news via ourStoryHub (https://news.lenovo.com/) . **Description and Requirements** **Key Responsibilities of the Role:** + **Hardware Troubleshooting Expertise:** + Understand AI-generated resolutions, correlate them with field solutions, and align them with support agents’ processes (Server X86). + **Defining Error Codes & Troubleshooting Data:** + Identify necessary error codes and data for troubleshooting. + Collaborate with development teams to enhance XCC by incorporating missing data and demonstrating its value. + **Data Analysis & Reporting for Strategic Decisions:** + Work with large datasets, including raw MSD data, to generate reports that inform business strategies. + Analyze trends, identify patterns, and propose corrective actions. + **Daily Monitoring & Issue Resolution:** + Track CRM automated cases to ensure smooth process flows. + Identify system bugs/errors and raise tickets promptly. + Follow up daily with teams handling bug tickets and provide updates to Delivery teams and CRM users. + **Stakeholder Collaboration & AI Improvement:** + Gather feedback from Support to refine AI analysis and propose process improvements. + Work on new automation solutions to streamline support operations and enhance efficiency. + **Enhancing AI Automation & Cost Savings:** + Define and implement new automation rules to improve customer experience. _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._ **Additional Locations** : * Romania * Romania **AI PROCESSING NOTICE** We use AI-based tools to support some of our processes (e.g. online interviews recordings and transcripts) in order to achieve better efficiency, accuracy and for our documentation purposes. AI can make mistakes, but we always make sure that the outputs are manually reviewed by a human. You can always opt-out or contact us in case of any question.