Centralized role that is responsible to manage and execute contracted Managed Services as defined by Customer Statement of Work (SOW). The CSOM works with customer contacts, 3rd party partners and Lexmark resources to execute defined services. Duties include day-to-day service 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, issue resolution, 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.
- Maintain and manage an active Customer Action Log.
- Ensure required reports are accurate and provided timely according to the SOW and/or Lexmark standards defined. This can include monitoring and reporting on services & maintenance performance metrics to fulfill contractual SLA requirements – utilize escalation when needed. Some instances will require root cause analysis and resolution definition and implementation.
- Responsible for executing 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.
- Perform root cause analysis for defects/issues related to or perceived as caused by Lexmark products, supplies or services when required.
- Manage / communicate with 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.