Field Service Specialist - Colombia

Responsibilities :

This is a field service role to provide support and management for the Lexmark Indirect Channel business partners assigned within the territory.  The Field Service Specialist will manage all areas of the relationship between Lexmark's service groups and the Indirect Channel Partners service teams.

Required Skills of Position:

• Good planning, organizational, analytical and (oral and written) communications skills
• Solid knowledge of the complete laser printing product portfolio, various configurations and settings
• Solid knowledge of the complete set of solutions available to work with the products. Knowledge of ESFs, their installation, configuration, and operation.
• Deep understanding of the break/fix approach for the laser printing product portfolio
• Training certification on laser printing products
• Basic operating system knowledge, Windows, MAC, A+ certification
• Full understanding of the operational and contractual requirements of the BSD members. (The Lexmark to Dealer relationship)
• Experience in a similar role with other OEMs that provide this dealership support.
• Ability to travel within the territory when needed.

Job Description:

• Provide support, direction, training, evaluation and certification of the channel partners.
• Technical “go-to” person for the partners
• Answers, provide support material and direction for all technical questions
• Coordination into all areas of Lexmark support for issues such as product quality, special applications, cloud services, product availability, product performance and customer escalations
• Technician Ride-a longs with channel partner Technicians.
  • Technician Evaluations
  • Customer Support
• Ability to work with Lexmark Channel Sales
• General Administration
• General Reporting
• Certification Reporting
• Service Performance
• Warranty Claim Processing
  • Training
  • Dispute Resolution
• Parts
  • Loyalty to Lexmark
  • RMA for DOAs
  • Recommended stocking level and maintenance of same

Training coordination and administration

• Coordination of all training needs required to maintain up-to-date training certification for Indirect Partners
• Knowledgeable of active training program schedules for efficient inclusion of Channel Partners Technicians when applicable.
• Conduct hands on training at Channel Partners locations for all products requiring this type of training as a secondary solution to regular Lexington sponsored training. Ability to certify technicians completing the programs.
• Provide update seminars at Channel Partners location to ensure service approach is maintained consistent with LXK service standards.
• Conduct regular (semiannual TBD) Channel Partners evaluations/audit of each dealers product application, support, adherence to parts and supplies loyalty, training requirements and customer support.
• Evaluate Channel Partners overall compliance to the program for the purpose of certifying each on an annual basis
• Conducting quarterly service business reviews with the Channel Partner service leadership for Key partners

Additional Responsibilities

• Assumes other special activities, responsibilities, and special projects from time to time as directed

Personal Characteristics

• Excellent Verbal and Written communication skills (English, Spanish, and Portugues)
• Customer service orientation
• Positive attitude
• Ability to learn quickly
• Team/Collaboration mindset

How to Apply ?

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