** This position is a work from home position with the ability to go onsite in Westerville, OH as needed.
** Shift Schedule: Monday-Friday (11am- 8pm EST)
- Supports of one of Lexmark’s largest North American Managed Print Services customers
- Represents Lexmark in a customer facing support role
- Fulfills remote help desk support for all printer hardware break/fix issues
- Coordinates/communicates with multiple levels of Lexmark and customer to accomplish the mutual objectives
Organizational Relationships
- Reports to the Site Operations Manager
Responsibilities
- Support the customer’s end-user inquiries on perceived Lexmark printer hardware issues
- Determine if the issue is related to Lexmark printer hardware
- If the issue is not with a Lexmark printer hardware issue, document troubleshooting and escalate ticket to customer’s help desk
- If it is a Lexmark hardware issue determine any Primary and/or Secondary causes
- Trouble-shoot with end users or install technicians and attempt to remotely fix the issue
- If unable to remotely fix the issue, determine appropriate parts/service required for an on-site technician to resolve issue on the first dispatch
- Reference manuals and knowledge base for both troubleshooting steps and parts assignment as required
- Populate proprietary, D365 & Service Now ticketing systems
- Follow-up with the end-user to test & confirm resolution
- Meet all required service level agreements (speed to answer and resolution)
- Professionally address customer escalations with detailed responses
- Support all potential Lexmark MPS offerings: field service delivery, predictive service, proactive device notifications,
proactive consumables management, print release, etc.
- Assist customer and Lexmark teams on special projects: firmware-push configurations, non-reporting device
investigations, focus devices/issues, etc.
- Support field service technicians when they are on-site at a customer location
Individual Requirements
- Associate degree preferred (technical encouraged)
- L2 Printer repair experience (beyond consumables) preferred
- Remote troubleshooting
- Hands-on break-fix
- Help desk and ticketing system experience
- Strong investigative and troubleshooting skills
- Proficient at multi-tasking
- Strong documentation skills
- Professional communication skills (written and verbal)
- Customer focused experience
- Network and software experience
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How to Apply ?
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We are proudly an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based on race, color, religion, gender, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression.
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