JOB SUMMARY:

Responsible for performance, maintenance, and management of the printer and MFP fleet, as well as associated software solutions to the customer‘s satisfaction, as a single point of contact to include 1st level printer support through the implementation and management of software deployment. Duties include working within a Customer Focus Team regarding implementation of services, managing the on-going steady state, hardware orders, supplies orders, solutions deployment as well as management, device configuration management, hardware and software/firmware issue resolution and continuously improving the delivery of services.

REQUIRED EXPERIENCE AND BACKGROUND:

WORK HISTORY: Minimum of five (5) years, service-related experience in a customer facing role

• Delivery of maintenance and repair of various Lexmark products

• Interacting with customers, including presenting to executives

• IT Help Desk support

• Remote device configuration to include IT security configuration management

• Firmware deployment

• Print workflow software management and deployment

• Remote device support and diagnosis

• Service call management via call management systems (Service Now and D365 experience preferred)

• Interpretation of contractual language and obligations

TECHNICAL COMPETENCE:

• Maintenance/repair of Lexmark printers and MFPs

• Printer & Multi-function device capabilities and specifications

• Excellent skills in all MS Office Suite including word processing, spreadsheet, and presentation software (demonstratable)

• Functional understanding and administration of print driver implementation, IP protocol schema and basic network protocols

• MarkVision Enterprise software administration (Preferred) and other network deployment as well as network monitoring applications

• Comfortable developing technology standards in conjunction with the customer focused team (CFT)

• Implementing a software and hardware support strategy

• Maintaining software, and performing device configuration deployments (firmware, settings, security, and solutions via the Lexmark Management Console or other network management tools)

• Demonstrated ability to apply a systematic approach to problem solving through analysis of the problem and evaluation of alternative solutions

• Strong analytical skills

PERSONAL CHARACTERISTICS:

• Ability to follow direction and work independently

• Strong interpersonal skills

• Resourceful

• Driven to self-improve/learn

• Individual must demonstrate a high level of business acumen; ability to get along well with diverse personalities-flexible

• High levels of natural and intentional organization capabilities

• Strong analytical and reasoning abilities

• Mindset that enables solving complex problems in a fast-paced environment while delivering on service promises

• Comfortable performing multifaceted projects in conjunction with normal activities

• Self-motivated and comfortable working independently in a customer environment

• Collaborative mindset to ensure appropriate individuals are involved and communicated to

• Excellent communication skills (written and verbal)

KEY METRICS:

• Service Level Agreement Attainment

• Meter Read Capture Rate

• On-time Report Delivery

• Consumable Delivery Time

• Customer Satisfaction Scores

• Creating/Modifying Support Documentation

KEY DELIVERABLES:

• Asset Management Reporting

• Service Delivery Reporting

• Consumable Delivery Reporting

• Presentation Modifications/Updates

• Presenting Data/Material

• Key Process Flows (fleet support activity; supplies order management; service ticket creation, management and tracking; Lexmark printer and MFP help desk operation, etc.)

ROLES AND RESPONSIBILITIES:

• Assistance in providing Maintenance Service and Site Management.

• Installation of consumables within onsite location.

• Tier 2 help desk support agent.

• Day-to-day problem solving and customer interface.

• Providing single point of contact for Lexmark break-fix program.

• Troubleshoot and maintain Lexmark devices within onsite location.

• Management of Lexmark internal support processes as required.

• System asset management for installations, moves, adds, and changes.

• Consumable contact management.

• Proactive consumables management.

• Lexmark Data Collection Manager (LDCM) support.

• Lexmark Management Console (LMC) owner.

• Proactive and Predictive Service.

• Service call management and closure.

• Becoming proficient in utilizing any Lexmark and Customer monitoring tools.

• Reporting on data from Lexmark and Customer monitoring tools

• Assistance in managing customer print servers & in troubleshooting issues.

• Supporting all follow-to-print/badge print managed output and server settings associated with the service.

• Creating and maintaining printer process documentation.

• Supporting print, firmware, solution, and configuration adherence to customer standards.

• Facilitating installation, move, and disposal services.

• Initiate ad-hoc billing requests for services rendered.

• Responsible to build and grow a high trust relationship with key contacts within the customer environment.

EDUCATION:

• BA/BS degree or equivalent IT-related experience

• Product certifications to service Lexmark devices

• Experience in Windows print services a plus

• Experience with deploying Lexmark solutions a plus

If you are a motivated individual with a passion for technology and helping others, we would love to hear from you. Join our team as a Technical Support Specialist and make a difference in the lives of our customers. Apply today!

Job Types: Full-time, Contract

Pay: $30.00 - $32.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Compensation package:

• Hourly pay

Experience level:

• 5 years

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: In person