customer Operations specialistLexmark Research & Development Corporation

Responsible for all aspects of the operations of a managed services contract. Provides on-site, software and/or hardware operations tasks for customers.
JOB SUMMARY:
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 as well as provide analysis on operational data that might help the customer. 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 customer governance and do not require site visits
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 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
Assures compliance with Lexmark and Customer's HR, procurement, legal, financial, ethics and government related policies, strategies and processes
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
Capture requirements and submit for minor contract amendments
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 handling multiple issues at one time, general issue resolution, proposal discussions, general services delivery concerns, communicating project or delivery status
Experience generating & presenting performance reporting/metrics on behalf of your company
Experience applying business management, financial concepts & contracts knowledge to ensure clients contractual requirements delivered on-time and accurate
Strong analytical/procedural background with demonstrated ability to apply a systematic approach to problem solving
Formal certification or past experience as a process analyst
Experience with the delivery of operations through the use of technology solutions
Meet Language requirements