Business Area: Onboarding to Resolution - Customer Data Management

Key Roles and Responsibilities:

  • Actively manage customer asset data in the Asset Relationship Management System (ARMS) to support the timely delivery of printer consumables to MPS customers.
  • Generate timely and accurate billing details for monthly/quarterly invoice generations.
  • Deliver above satisfactory performance regularly on the preset Key Performance Indicators for Quality, Ticket/Transaction Timeliness, MMR percentage and Invoice generation Timeliness.
  • Support customer account rollouts and integration into the Lexmark MPS model where tasks include the asset data verification, system uploading, agreement and entitlement association, execution of special handling instructions.
  • Ensure that contractual compliance is maintained for managed accounts in all day-to-day transactions and work with Geography counterparts for continued services during amendment phases (new models added, price changes, expansion/reduction of managed assets).
  • Perform regular proactive maintenance actions to ensure managed accounts will have data accuracy, including the use of the Worldwide Asset Follow-up Report (WW AFUR).
  • Regularly update warranty entitlement data according to account Managed Print Services (MPS) contract.
  • Communicate with Geography counterparts to follow through on deliverables for asset management or invoice approval.
  • Support customer special requirements in terms of Asset Management (ARMS integration) and successfully implement resolutions to escalations or improvements where necessary.
  • Adhere to the documented processes for Lexmark’s Distributed Fleet Management (DFM) Asset Management.
  • Identify and escalate process gaps and opportunities for improvement.
  • Attend managed print service meetings where appropriate.

Competencies, Skills, Knowledge, & Abilities:

  • Strong analytical skills, significant Excel spreadsheet experience on advanced formulas and pivot table functions for data gathering AND analysis.
  • Must be proficient in other Microsoft Office applications: Word, PowerPoint, Visio; knowledge on Access is a plus.
  • Must have good typing skills.
  • Excellent written and oral communications skills; Individual will need to constantly communicate with international counterparts and internal customers.
  • Strong analytical skills using various problem solving methods and systems a must.
  • Well-developed interpersonal skills. Ability to get along well with diverse personalities—mature—flexible.
  • Pays attention to details regarding contracts, invoices and other work processes.
  • Strong analytical, organization, and reasoning abilities.
  • High energy level, outgoing, comfortable performing multifaceted projects in conjunction with normal activities.
  • Ability to establish credibility and be decisive—but able to recognize and support the organization’s preferences and priorities.
  • Strong focus on the customer and the operational aspects of the business.
  • Sound administrative skills.

Education, Experience & Certifications Basic Requirements:

  • BA/BS degree in Business Management, Engineering, Computer Science, IT or equivalent. Masters degree in Business Administration a plus.
  • A minimum of 3 years operational experience in data analysis/management and the delivery of operations through the use of technology solutions including the use of Enterprise Resource Planning solutions.
  • Experience with transactional operations execution to defined service level agreements and quality.
  • Knowledge and experience in finance, business and economics. The individual will be involved in client invoice preparation.
  • Background with distribution, logistics and order management processes.
  • Sound administrative skills.

You may send your application to