Business Area: Cebu Global Customer Services

Job Summary:

Code Red is an executive level sponsored program that immediately facilitates an understanding and timely resolution of escalated customer issues.   

Customer Focused Approach (CFA) is an executive level strategic approach to identifying and eliminating service actions for large MPS Customers.  

Roles and Responsibilities:

    • Oversee one or multiple Project Management of Code Red projects and/or CFA projects at a given time
    • - Scope: Project Initiation - Identified Problem Resolution (Single or Multiple Large problems/issues) Action(s) - Project Execution - Project Close
    • Develop and manage rework and/or deployment plans to meet Lexmark and Customer needs
    • May engage the DS&A, Service, Parts, Manufacturing, Engineering, and Sales/Account teams for assistance in problem resolution that meets the needs of the customer
    • Facilitation of resources across the organization
    • Facilitation of external sources such as Rework Partners or Vendors in cooperation with Global Sourcing
    • Facilitate and develop project scope such as:
    • - Communication planning and execution
    • - Project plan, deployment plan and project task execution (e2e)
    • - Project escalation management support
    • Communicate and facilitate findings issues for prevention or recurrence of issues
    • Engagement and ownership in resolving known issues prior to escalations
    • Manage activities such as issue identification, business impact, potential savings, and execution/management of plan
    • Executive management updates / presentations / communication
    • Utilize existing PMO processes (and modify when necessary)
    • Additional scope (as capacity allows):
    • - Traditional Contract Project Management (i.e., non-MPS unique contracts requiring project management that is not covered by existing TRAD Contract Installation Management)
    • - Project Management takes direction from or supports both the Code Red Manager and Service Engineering Team Manager.  This scope of work provides a candidate with exposure and visibility to customers, executives and the cross functional team.

Competencies, Skills, Knowledge and Abilities:

  • Customer facing role
  • Understanding of MPS services offerings
  • Project management background is a plus
  • Proven ability of problem solving and root cause analysis and acting with no default behavior
  • Ability to escalate proactively and provide risk communication in a timely manner and when necessary
  • Willingness to recommend updates and improvements to service engineering processes
  • Strong meeting facilitation skills
  • Proven organizational skills
  • Strong communication skills both written and oral
  • Can work independently with little day to day direction
  • Willing to work in NA shift

Education and Experience:

  • Bachelor’s Degree in Mathematics, Information Technology, or other related courses.
  • Project Management training and experience. Senior DPC level experience (utilizing current LXK PMO processes) is preferred.

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