The Service Dispatch & Case Management Specialist is a back-office operational role responsible for receiving, validating, processing, tracking, and closing service-related requests, customer cases, Work Orders, parts orders, and operational escalations. The position serves as a central coordination point between Lenovo, Authorized Service Providers (ASPs), internal stakeholders, service partners, retail partners, and customers when required.
This role combines Service Dispatch and Case Management responsibilities to ensure service requests are processed accurately, operational activities progress according to established procedures, and open cases are actively monitored through resolution and closure.
Service Dispatch responsibilities focus on request intake, warranty validation, Work Order creation, parts order processing, shipping guide generation, retail partner support, and service coordination activities.
Case Management responsibilities focus on end-to-end case follow-up, escalation management, parts fulfillment monitoring, backlog control, mailbox management,



stakeholder communication, issue resolution coordination, and ensuring compliance with Service Level Agreements (SLAs).
The role does not perform technical troubleshooting but ensures all operational actions required to support service execution and case progression are properly coordinated, documented, and completed.
Key Responsibilities
Service Dispatch Activities
- Receive, review, validate, and process service requests from operations teams, internal stakeholders, authorized service providers, and retail partners.
- Monitor assigned mailboxes and manage request intake, assignment, response, and completion.
- Validate warranty eligibility, service entitlement, request completeness, and required documentation before processing.
- Create and manage service cases, Work Orders, parts orders, and shipping guides in approved systems.
- Process dispatch requests and coordinate operational activities require

📌 Service Dispatch (Bogotá, D.C.)
🏢 Confidential
📍 Bogotá, D.C.