Business Area: Cebu Global Customer Services

Job Summary:

Responsible for all aspects of the operations of a managed services contract.  Provides on-site, software and/or hardware operations tasks for customers.

Customer-facing role that is responsible to manage & execute contracted Managed Services as defined by Client Statement of Work (SOW).  The Customer Operations Specialist (COS) works with customer contacts, 3rd party partners and Lexmark resources to execute defined services.  Duties include day to day services delivery execution, escalation management, generating or providing customer reports and providing input and recommendations for ensuring Client satisfaction.  Accountable to support post implementation, steady state services to meet Client and Lexmark targets.  Responsible to deliver basic operational level reporting to Customer monthly, provide analysis on needed operational data and work in partnership with Client as a key resource for resolution of business problems. Expected to consistently demonstrate and represent Lexmark brand according to our mission and guiding principles. 

Roles and Responsibilities:

  • Responsible for management and execution for steady states services as defined in a Managed Services Statement of Work typically for multiple accounts that do NOT have site visit requirements or complex customer governance needs
  • Implementation of services, and manage the delivery of day to day operations of Post Implementation MPS Express Services.
  • Manage all aspects of the day-to-day operations such as install base accuracy, hardware order management, device change management, issue resolution, toner reconciliation analysis, consumables management, normal business as usual activities.
  • Maintain necessary client communication via email or phone; maintain and manage active Client Action Log.
  • Monitor and report on services & maintenance performance metrics to fulfill contractual SLA as required - utilize escalation when needed. Responsible to execute exceptional service delivery in such a manner Lexmark experience 100% Client Retention.
  • Fiduciary responsibility for ongoing operations including inventory management and high-level inputs to the impact on gross margin.
  • Collaboratively engage on Accounts Receivable around collection efforts and strategies in managing payments and aged invoices while working across different levels in the Lexmark CFT and Client organization.
  • Contact or work directly with internal Lexmark teams & partners as required / needed to support client contractual requirements.
  • Execute Lexmark standard customer operations processes.
  • Provide monthly Operations Reviews with customer while tracking action plans to improve services.
  • Additional analysis on data relevant to delivery of service that might increase customer experience.
  • Support analysis on reconciliation of consumables for recovery of revenue.
  • Align with the global teams on the global strategy for the CPA (Country Participation Agreement) managed outside of the lead country.

Experience and Background:

Ideal candidate will have:

  • Experience with direct interaction w/ Business Customers, including Managers / Directors
  • 4+ year experience in an operations or services delivery role; accountable for customer satisfaction and service level attainment
  • Ability to read and understand standard SOW (Statement of Work) with capability to interpret for delivery of services even to the extent to execute minor amendments
  • Demonstrated ability to effectively communicate via email and phone to business clients.
  • Experience collaborating and managing multi-disciplined teams.
  • Experience handling multiple issues at one time, general issue resolution, proposal discussions, general services delivery concerns, communicating project or delivery status
  • Education (Required):
    • BA/BS/BBA degree in Business or equivalent experience

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