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Business Area: Cebu Customer Operations

The Installation Management Specialist is responsible for the SR creation of the Managed Print Services (MPS) hardware order and installation. They perform debrief exception management data validation and de install SR creation.

They are also responsible for providing detailed transaction and administrative support, and the day-to-day communications necessary to ensure effective and efficient management of client accounts, accurate timely billing detail and contractual compliance in a managed services model.

They report directly to the Installation Management L1 Manager and works closely with the geography teams and the Customer Program Management (CPM) team as well as the Global Sourcing team.  The key focus will be to deliver a worldwide set of installation processes built to exceed customer expectations and meet Lexmark internal business operations needs in efficiently gathering and validating key asset data to ensure the highest levels of fleet data accuracy, while ensuring the most cost effective partner structure possible.


  • Monitors Service Requests (SR) for Asset Installation Management from the Geographies that are assigned to Installation Partners and perform investigation on the service delays utilizing the intraday and missed/aged calls reports
  • Monitors all Siebel queues, both Activities (dispatch failed and AF statuses) and Orders (in PSA, pending, AF statuses) and makes sure that orders are shipped to the accurate shipping address, and activities are dispatched to the correct Tech (SP or FSE) to meet all SLA’s including next day and 4hr service. (Log GIS for AF orders to understand why they are not flowing to Ready for Shipment automatically)
  • Monitors all open calls until Debrief is received back from partner and works with the P@W software package for the de briefs to correct any that fail “verification.”
  • Accountable for accurate call set up as triggered by emails from Service Partners and all other appropriate Lexmark personnel via sent email and other approved communication channels. This includes SR’s for MPS printer implementations and others for MPS hardware ordering
  • Performs cancellation of SR’s and individual activities- orders per confirmation Service Partners, WOM, Key Accounts and Customers. Also responsible for the interface of late cancellation request to the SAP team for correct adjustment in the SAP system.
  • Provides update to the customers about service delays and makes necessary interventions to ensure that calls will not stay or reflect as “aged” for how many days.
  • Accountable for redirecting calls as triggered by RSMs to the appropriate Partner per the Activity Assignment Hierarchy.
  • Logs GIS Tickets for calls debriefed/closed accidentally by Service Partners and any other Siebel issues encountered and responsible to see that all issues with the portal are addressed by the correctly and timely logged tickets.


  • BA/BS degree in Business, Computer Science, IT or equivalent.
  • A minimum of 1 year operational experience in data analysis and reporting
  • Experience with transactional operations execution to defined service level agreements and quality goals

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