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
* Act as an additional escalation point for technical issues.
* Manage the incident management process, escalating problems to the appropriate Lexmark support level.
* Oversee call flow management of service tickets, including proactive raising of break-fix incidents.
* Ensure effective communication and resolution of tickets through coordination with Lexmark support units, offshore teams, and service partners.
* Manage all customer-facing communications related to ticket handling.
Service Operations & Customer Support
* Provide end-user support via telephone, email, or instant messaging.
* Manage and administer all device movements, changes, and configurations within the customer’s estate.
* Oversee consumables management and replenishment across the customer’s fleet.
* Deliver ongoing training to the customer on managed devices and solutions.
* Support the Lexmark Site Operations Manager with continuous communication on operational issues.
* Provide reports and attend customer/operational meetings as required.
Service & Process Improvement
* Work with Lexmark and the customer to identify and implement operational, process, or service improvements.
* Recommend and implement solutions to improve productivity, increase efficiencies, and reduce costs.
* Seek opportunities to increase automation and reduce the need for manual intervention and escalations.
* Develop and maintain the Operations Manual, including implementation procedures and escalation processes.
* Ensure alignment with the customer’s technical architecture and provide input on emerging technologies and future opportunities.
Governance & Oversight
* Coordinate with Lexmark service partners where direct service is not offered.
* Ensure continuity of service through coordination with offshore teams.
* Monitor service delivery across the customer’s estate to maintain service levels and reputation.
* Identify training requirements and coordinate delivery with Lexmark resources to benefit both customer and Lexmark.
EXPERIENCE AND BACKGROUND:
WORK HISTORY:
* Experience with managing projects; preferably with multi-disciplined teams
* Experience with application deployment using remote technologies
* Strong technical background with a minimum of three (3) years Systems experience
* IT Service Management (ITSM) systems
* Print Management solutions
* Microsoft
TECHNICAL COMPETENCE:
* Knowledge of Microsoft Applications, Web Applications and Print Driver architecture
* Knowledge of networks, routers, switches, servers and common operating systems
* The ability to interact in a team environment and be transparent, in the changing nature of the customer workplace whilst maintaining a positive focus towards customer satisfaction.
* Experience with Remedy, ServiceNow or other IT Service Management (ITSM) Systems.
PERSONAL CHARACTERISTICS:
* Individual must demonstrate a high level of business maturity, in appearance, focus, poise and alertness; ability to get along well with diverse personalities—mature—flexible
* High energy level, comfortable performing multifaceted projects in conjunction with normal activities
* Mindset that enables solving complex problems in a fast-paced environment while delivering on service promises. Able to develop and adapt business processes after evaluating multiple solutions.
* English language proficiency
Unfortunately, due to the large volume of incoming applications, we are not able to send you further written notification should your application not meet the requirements detailed in the advertisement. Thank you for your understanding.