Job Description
JOB SUMMARY:
Reporting to the Customer Operations Manager - Customer-supporting role that is responsible to manage & execute contracted Managed Services as defined by Client Statement of Work (SOW). The On-site Operations Specialist works closely with the customer operations manager, customer contacts, 3rd party partners and Lexmark resources to execute defined services. We are looking for someone with a strong technical background with a minimum of three (3) years Systems experience. Duties include day to day services delivery execution, escalation management, generating reports and providing input and recommendations for enhancing Client satisfaction. Accountable to support implementation activities and post implementation services to meet Client and Lexmark targets. Responsible to build a high- trust relationship with multiple levels within the Client environment. Work in partnership with Client, becoming a credible advisor. Expected to consistently demonstrate and represent Lexmark brand according to our mission and guiding principles.
ROLES AND RESPONSIBILITIES:
Escalation & Incident Management
1. Act as an additional escalation point for technical issues.
2. Manage the incident management process, escalating problems to the appropriate Lexmark support le...