PMC Resource

Responsibilities :

The Customer Operations Co-ordinator is responsible to manage & execute contracted Managed Services as defined by Customer Statement of Work (SOW). The Co-ordinator 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 reports. Accountable to support implementation activities and post implementation services to meet Customer and Lexmark targets. Expected to consistently demonstrate and represent Lexmark brand according to our mission and guiding principles. 

Roles and responsibilities:

Responsible for management and execution of a contracted Managed Services as defined by Customer Statement of Work for one or more accounts, some complex 

Manage all aspects of the day-to-day operations such as install base accuracy, device change management, asset and order administration, consumables management, ad hoc reporting, normal business as usual activities

• Ensure all Customer communication is clear, relevant, timely and appropriate according to Lexmark’s values and guiding principles
• Ensure required reports are accurate and provided timely according to the SOW and/or Lexmark standards defined.
• Responsible to execute exceptional service delivery in such a manner Lexmark experience 100% Customer Retention
• Assures compliance with Lexmark and Customer’s HR, procurement, legal, financial, ethics and government related policies, strategies and processes

• Manage / communicate to suppliers and partners in delivery of service as required
• Work with local management and Global Process owner teams to identify process gaps, opportunities and support models needed to enhance or improve customer support
• Perform the following when required
○ Place and manage orders, manage returns
○ Confirm, monitor and track equipment and supplies delivery and installation
○ Collect, submit and manage page counts or other meters

Experience and Background:

IDEAL CANDIDATE will have the following experience:

• Significant interaction with Customers in an Operations/Service Delivery role; handling administrative tasks, data capturing and general service delivery concerns

• Customer interaction experience with Enterprise level clients such as Line of Business (LOB) Managers, IT or Procurement Directors, IT Professionals, Program Managers, etc.

• 1+ years experience in an operations role

• Experience with the delivery of operations through the use of technology solutions

• Demonstrated ability to interact with customers via phone and email

How to Apply ?

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