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LEVEL 3 SUPPORT SPECIALIST (HW)

Business Area: Cebu Global Customer Services

Job Summary:

Responsible for providing technical support to field engineers, technicians, and product support who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems and/or complex software. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature.

Key Roles and Responsibilities:

  • STRATEGIC PARTNER
    • Provide primary escalation point for TSC Support Hardware Team for all technical issues that cannot be resolved by 2nd level resources. Work directly with Support Partner Specialists to gather common problems/solutions for Knowledgebase articles and assist in duplicating technical issues that have to be escalated to PE.
    • Identify need for self-help and agent assistance online tools. Provide this feedback to the Lexmark Service Information Management Team with recommendations for solutions.
    • Analyze escalated issues for root cause and work with TSC Support Partner and PE to develop action plans to resolve.
    • Work with the Lexmark and Partner Training Teams on implementation of new procedures to eliminate future escalations.
    • Coordinate New Product Introduction activities. This may include managing product orders and shipments for worldwide call center locations. Ensure that new product training schedules are planned for the call centers.
  • CHANGE CHAMPION
    • Monitor “call causes” for escalations from TSC Support Partner and identify ways to reduce. Successful applicant will be the process owner for all aspects of Hardware Technical Support. This includes owning the process end-to-end, documenting and updating the process and auditing the process to ensure it is functioning as designed. This includes analysis of repeat service actions or collective account performance regarding support calls and/or service action frequency.
    • Conduct remote call monitoring of TSC vendor support locations and provide recommendations to Support Partner Quality Assurance Teams on areas of improvement.
  • LEXMARK OMBUDSMAN
    • Answer and resolve CEO complaints and non-traditional support contacts. This includes acting as a single point of contact for each issue to closure and requires sound business judgment. Each 3rd Level Support Specialist is empowered to represent Lexmark interests and has the authority to grant concessions on warranty service or provide refunds and upgrades in order to satisfy the issue. Work with the Lexmark Ombudsman team and close out all issues with resolution and lessons learned.
  • EMPLOYEE-MANAGER RELATIONS
    • Develop and maintain positive and professional relationships with management, supervisors, call agents, and those associated with the call center.

Competencies, Skills, Knowledge & Abilities:

  • PRODUCT KNOWLEDGE
    • High level knowledge in Lexmark Products and Solutions
    • Recognize defects and bugs of Lexmark products and works with Product Engineering
  • BASIC DELIVERY
    • Answer escalations from 2nd Level via Activity Plan (World Wide)
    • Escalates new issues to Products Engineering
    • Attend to CEO/BBB Complaints
    • Take ownership on BSD Partner and Infoprint Solutions Escalations
    • Provide Technical Assistance to Field Technicians through 3rd Level Hotline
    • Special Task Assigned by Manager
  • PERSONAL CREDIBILITY
    • Continually increase personal product knowledge and trouble-shooting techniques for all environments supported by Lexmark products.
  • EXCELLENT CUSTOMER SERVICE and INTERPERSONAL SKILLS:
    • Provide support to customer/users where the product and environment maybe technical or sophisticated in nature.
    • Work effectively with team members to provide exceptional support for customers as well as internal clients.
    • Interact with internal teams/offices in other countries to handle a variety of functions.
    • High sense of professionalism.
  • EXCELLENT TECHNICAL AND PROBLEM SOLVING SKILLS:
    • Set-up, install and diagnose all printer driver and communication issues.
    • Diagnosis on IP services, personal computers, wireless routers and wireless modems on customer’s software and hardware may be required.
    • Research on technical solutions using all available resources.
    • Software savvy, exposure to Windows OS required; network/server administrator experience desired.
  • EXCELLENT COMMUNICATION SKILLS:
    • Customer service focused.
    • Accent neutral US English communication skills.
    • Excellent phone and listening skills.
    • Data entry skills, detail-oriented

Education, Experience and Certifications Basic Requirements:

  • Bachelor’s degree or equivalent work experience.
  • 2-3 years Call Center experience preferred.
  • High level of expertise in the area of printer repair and hardware troubleshooting.
  • Excellent communication and customer service skills.

You may send your application to recruitment@lexmark.com.