Job Title:

Field Service Specialist (Lexmark Dealers) - Baltimore or Washington, DC

Business Area:

Product & Client Support

Location:

Multiple Cities, MD USA

Job ID:

135867

Field Service Specialist (Lexmark Dealers) - Baltimore or Washington, DC

This is a Baltimore or Washington, DC-based field service role to provide support and management for the Lexmark BSD (Business Solutions Dealers) across the Mid-Atlantic US.  The Field Service Specialist will manage all areas of the relationship between Lexmark's service groups and the BSD's service team.

Required Skills of Position:

  • Good planning, organizational, analytical  and (oral and written) communications skills
  • Solid knowledge of the complete laser printing product portfolio, various configurations and settings
  • Solid knowledge of the complete set of solutions available to work with the products.  Knowledge of ESFs, their installation, configuration and operation.
  • Deep understanding of the break/fix approach for the laser printing product portfolio
  • Training certification on laser printing products
  • Basic operating system knowledge,  Windows, MAC, A+ certification
  • Full understanding of the operational and contractual requirements of the BSD members.  (The Lexmark to Dealer relationship)
  • Experience in a similar role with other OEMs that provide this dealership support
  • Ability to travel up to 50% of the time.

Responsibilities:

  • Provide support, direction, training, evaluation and certification of the BSD members.
  • Technical “go-to” person for the BSDs
    • Answers, provide support material and direction for all technical questions
  • Coordination into all areas of Lexmark support for issues such as product quality, special applications, product availability, product performance and customer escalations
  • Technician Ride-alongs with BSD Technicians.
    • Technician Evaluations
    • Customer Support
  • General Administration
  • General Reporting
  • Certification Report
  • Service Performance
  • Warranty Claim Processing
    • Training
    • Dispute Resolution
  • Parts
    • Loyalty to LXK
    • RMA for DOAs
    • Recommended stocking level and maintenance of same

Training coordination and administration:

  • Coordination of all training needs required to maintain up-to-date training certification for BSDs
  • Knowledgeable about active training program schedules for efficient inclusion of BSD Technicians when applicable.
  • Conduct hands on training at BSD locations for all products requiring this type of training as a secondary solution to regular Lexington sponsored training.
  • Ability to certify technicians completing the programs.
  • Provide update seminars at BSD locations to ensure service approach is maintained consistent with LXK service standards.
  • Conduct regular (semiannual TBD) BSD evaluations/audit of each dealers product application, support, adherence to parts and supplies loyalty, training requirements and customer support. 
  • Evaluate BSD’s overall compliance to the BSD program for the purpose of certifying each on an annual basis
  • Conducting quarterly service business reviews with the BSD service leadership for Key dealers

Additional Responsibilities: 

  • Assumes other special activities, responsibilities, and special projects from time to time as directed

Personal Characteristics:

  • Excellent communication skills
  • Customer service orientation
  • Positive attitude
  • Ability to learn quickly