NA Field Service - Key Account Specialist
Lexmark
AP - Philippines
11d ago

About Lexmark

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 :

  • Competitive pay and benefits package
  • Diverse and inclusive workforce
  • Dynamic and collaborative team environment
  • Work-life balance
  • Environmental excellence and community support.
  • Sound intriguing? Open the possibilities to joining our team and apply today!

    Responsibilities

    The Key Account Specialist’s responsibility is to manage and be held accountable for a defined level of service for any account designated as Key Account.

    This responsibility will include but not be limited to the following :

  • Being the Account’s single point of contact for all service delivery issues.
  • Managing service calls placed by the account from break to fix, end to end.
  • Monitoring, tracking, and reporting monthly service delivery performance.
  • Developing and generating monthly service quality and performance metrics.
  • Presenting monthly service performance metrics to the account at the executive level
  • Identifying and handling Customer satisfaction issues, determining root causes, developing action plans, implementing changes, and following through to resolution.
  • Maintaining on going dialog with the Customer, listening to and understanding their requirements in order that service performance and satisfaction may be enhanced, operating efficiency and cost may be improved, and Lexmark will be in a position to retain the Customer for life.
  • Interfacing with both internal and external organizations, at what ever level necessary, up to the executive level, to make the necessary things happen to meet the needs and expectations of the Key Account.
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