Regional Support Specialist

Provide operational support for all of Lexmark customers

Regional Support Specialist- STATE

Installs, operates, maintains, repairs and modifies equipment. Conducts technical analysis of product implementations, modifications and enhancements to product in accordance with specific customer specifications and implementations. Troubleshoots technical problems and issues, determines technical solution in accordance with product and customer specifications, and recommends actions to company or customer representatives for coordinate product solution. Assess product needs in accordance with customer specifications. Conducts technical training and product briefing with customers, vendors and company representatives. Acts as local on-site representative to customer's organization.

Provide Field Service repair coverage:

• Complete direct service repairs in local locations as needed for FST/FSE or partners
• Provide backup (scheduled or emergency) coverage for Site-dedicated FSE locations
• Unique travel and perform device repairs nationally, as needed, for specific:
  • Customer escalations
  • On-going and repeat device issues
• Pre-register (background check or specific health-screening) with selected accounts (health-care or other secure site) to obtain contractor badge/site access

Deliver Training-related activities:

• Provide training for FST/FSEs during new product releases and support for other on-boarding activities for new FST/FSEs
• FST/FSE technical/process retraining as needed for metric improvement
• Conduct "ride-along" visits with New FST/FSEs and partner technicians

Deliver with focus on continuous improvement:

• Provide Knowledgebase content improvement feedback
  • Provide field knowledge, issues and findings to product/development engineering
• Provide technical support to field and internal teams:
  • Review open or historical calls and make recommendations to expedite repair or avoid mechanical replacement
  • Review incomplete SR's and provide technical support
  • Serve as one of the top technical escalation contact supporting FST/FSEs for issues that have prompted multiple visits
• Be an active participant in online tools like, Partner Collaboration site in Yammer or other MS Teams Collaborative space

Manage or participate in selected projects:

• Project leads for field process improvement projects
• Provide oversight and support during large install projects
• Proactive customer site health checks

Travel required:

• Greater than 50%

Education:

• Some completed college coursework preferred

Experience:

• Demonstrated mastery of break/fix repairs of Lexmark equipment
• Greater than 5 years repairing Lexmark equipment and greater than 10 years of repairing equivalent equipment (recommended)

How to Apply ?

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