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Lexmark solutions for service training are available to enhance service providers overall knowledge of service repair.
Certification
Certification is available to Lexmark Authorized Service Providers for successfully completing Lexmark Performance Based Hands-on service training courses or Computer Based Training (CBT). Once they successfully completed requirements for certification, authorized service providers may provide warranty1 work and by request, are eligible to participate in the Lexmark Service Referral Program2.
Both Authorized Service Providers and non-authorized service providers may provide post warranty work without certification from Lexmark.
Non-authorized service providers may enroll in any of the Lexmark Performance Based Hands-on Service Training Offerings to enhance their overall knowledge of the product to provide better service to their customers.
Performance Based Hands-on Training - Performance based training focuses on the skills and knowledge needed to perform on the job. Students are given objectives that define what he or she must be able to successfully complete, the conditions under which the skill will occur and the criteria for competent performance.
A student will have the opportunity to practice these skills at their own pace until he or she feels proficient. Once the student is ready, they will demonstrate those skills to the course manager and receive feedback about their performance.
Performance Based Hands-on Service Training is currently offered to both authorized and non-authorized service providers who want to increase their knowledge of the product(s) and to provide better service to their customers. Courses are led by an experienced Lexmark Service Trainer and all service providers will be more suited to service Lexmark Products when completing a Performance Based Hands-on Service Training Courses. These courses are designed to enhance their product and service knowledge as well as develop sound repair techniques.
There may also be Web-based-training prerequisite courses depending on the learners experience, previous record of training with Lexmark and the hands-on training course(s) being taken. Learners will be notified of classes to be taken before coming to hands-on training. These classes can be taken from any computer that has Internet access and is equipped with Internet Explorer 5.0 or later.
General Goals
» Increase the incidence of first call fixes
» Improve customer satisfaction
» Enhance troubleshooting skills and knowledge
» Increase product knowledge
» For a listing of current Hands-on Training Courses, please click here.
Computer Based Training - Lexmark Authorized Warranty Service providers receive the Service Information and Training CD once they have been accepted into an Authorized Service Provider Program. This CD contains all of Lexmark's currently marketed product certification exams3, service training modules and soft copy service manuals. Authorized Service Providers may certify as many technicians on as many Lexmark Products they wish to provide warranty or post warranty service on.
1To receive warranty reimbursement, the product must be under an original or a Lexmark extended warranty offering. Lexmark Authorized Resellers and Partners can earn commissions for selling Lexmark Service Offerings. Lexmark Authorized Service Providers may also receive warranty reimbursement for products under a Lexmark extended warranty when they provide the service repair.
2The Preferred Service Referral Program allows authorized service providers the ability to participate in our Service Locator located on the web he U.S., some products may be designated as Hands-on Certification only.
3In the U.S., some products may be designated as Hands-on Certification only.
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