Lexmark creates innovative imaging solutions and technologies that help customers worldwide print, secure and manage information with ease, efficiency and unmatched value.
What we offer :
Sound intriguing? Open the possibilities to joining our team and apply today!
JOB PURPOSE / MISSION / SUMMARY :
Responsible for providing technical support to field engineers, technicians, and product support who are diagnosing, troubleshooting, repairing and debugging complex electro / mechanical equipment, computer systems and / or complex software.
Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.
Reports design, reliability and maintenance problems or bugs to design engineering / software engineering. May be involved in customer installation and training.
Provides support to customer / users where the product is highly technical or sophisticated in nature.
KEY ROLES & RESPONSIBILITIES / KEY JOB FUNCTIONS :
STRATEGIC PARTNER CHANGE CHAMPION
EMPLOYEE-MANAGER RELATIONS FACILITATOR OPERATIONS MANAGER
technical issues that cannot be resolved by 2nd level resources. Work directly with Support Partner Specialists to gather common problems / solutions for Knowledgebase articles and assist in duplicating technical issues that have to be
escalated to PE.
PE to develop action plans to resolve.
new product training schedules are planned for the call centers.
This includes owning the process end-to-end, documenting and updating the process and auditing the process to ensure it is functioning as designed.
This includes analysis of repeat service actions or collective account performance regarding support calls and / or service action frequency.
Each 3rd Level Support Specialist is empowered to represent Lexmark interests and has the authority to grant concessions on warranty service or provide refunds and upgrades in order to satisfy the issue.
Work with the Lexmark Ombudsman team and close out all issues with resolution and lessons learned.
COMPETENCIES, SKILLS, KNOWLEDGE & ABILITIES :
o - High level knowledge in Lexmark Products and Solutions
o Recognize defects and bugs of Lexmark products and works with Product Engineering
o Answer escalations from 2nd Level via Activity Plan (World Wide)
o Escalates new issues to Products Engineering
o Attend to CEO / BBB Complaints
o Take ownership on BSD Partner and Infoprint Solutions Escalations
o Provide Technical Assistance to Field Technicians through 3rd Level Hotline
o Special Task Assigned by Manager
o Continually increase personal product knowledge and trouble-shooting techniques for all environments supported by Lexmark products.
EXCELLENT CUSTOMER SERVICE and INTERPERSONAL SKILLS :
o Provide support to customer / users where the product and environment maybe technical or sophisticated in nature.
o Work effectively with team members to provide exceptional support for customers as well as internal clients.
o Interact with internal teams / offices in other countries to handle a variety of functions.
o High sense of professionalism.
EXCELLENT TECHNICAL AND PROBLEM SOLVING SKILLS :
o Set-up, install and diagnose all printer driver and communication issues.
o Diagnosis on IP services, personal computers, wireless routers and
wireless modems on customer’s software and hardware may be required.
o Research on technical solutions using all available resources.
o Software savvy, exposure to Windows OS required; network / server
administrator experience desired
EXCELLENT COMMUNICATION SKILLS :
o Customer service focused.
o Accent neutral US English communication skills.
o Excellent phone and listening skills.
o Data entry skills, detail-oriented.
EDUCATION, EXPERIENCE & CERTIFICATIONS BASIC REQUIREMENTS :