Field Service Specialist - Texas

This is a South Central (Texas) based field service role to provide support and management for the Lexmark BSD (Business Solutions Dealers) across the US. The Field Service Specialist will manage all areas of the relationship between Lexmark's service groups and the BSD's service team. Required Skills of Position: Good planning, organizational, analytical and (oral and written) communications skills. Solid knowledge of the complete laser printing product portfolio, various configurations and settings. Solid knowledge of the complete set of solutions available to work with the products. Knowledge of ESFs, their installation, configuration, and operation. Deep understanding of the break/fix approach for the laser printing product portfolio Training certification on laser printing products. Basic operating system knowledge, Windows, MAC, A certification desired. Full understanding of the operational and contractual requirements of the BSD members. (The Lexmark to Dealer relationship). Experience in a similar role with other OEMs that provide this dealership support. Ability to travel up to 50% of the time. Job Description: Provide support, direction, training, evaluation and certification of the BSD members. Technical “go-to” person for the BSDs. Answer, provide support material and direction for all technical questions. Coordination into all areas of Lexmark support for issues such as product quality, special applications, cloud services, product availability, product performance and customer escalations. Technician ride-alongs with BSD Technicians. Technician evaluations. Customer support. General administration. General reporting. Certification reporting. Service performance. Warranty claim processing. Training. Dispute resolution. Parts. Loyalty to Lexmark. RMA for DOAs. Recommended stocking level and maintenance of same. Training Coordination and Administration Coordination of all training needs required to maintain up-to-date training certification for BSDs. Knowledgeable of active training program schedules for efficient inclusion of BSD Technicians when applicable. Conduct hands on training at BSD locations for all products requiring this type of training as a secondary solution to regular Lexington sponsored training. Ability to certify technicians completing the programs. Provide update seminars at BSD location to ensure service approach is maintained consistent with LXK service standards. Conduct regular (semiannual TBD) BSD evaluations/audit of each dealers’ product application, support, adherence to parts and supplies loyalty, training requirements and customer support. Evaluate BSD’s overall compliance to the BSD program for the purpose of certifying each on an annual basis. Conducting quarterly service business reviews with the BSD service leadership for key dealers. Additional Responsibilities Assumes other special activities, responsibilities, and special projects from time to time as directed. Personal Characteristics Excellent communication skills. Customer service orientation. Positive attitude. Ability to learn quickly. Team mindset. How to Apply ? Are you an innovator? Here is your chance to make your mark with a global technology leader. Apply now! 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. Global Privacy Notice Lexmark is committed to appropriately protecting and managing any personal information you share with us. Click here to view Lexmark's Privacy Notice. Lexmark creates innovative technologies that help our customers Make a Lasting Impression on their worlds. We’re recognized as a global leader in print hardware, service, solutions and security. How do we make all that happen? Our talented, diverse and driven employees. We’re always looking for innovative individuals to join our exciting team. We have opportunities in multiple business areas and in multiple locations across the country, including some fully remote positions. Get to know us a bit and see if Lexmark might be the ideal next stop in your career. Lexmark is a diverse and inclusive workplace where all employees can be their authentic selves and individual differences are valued and celebrated. We believe that our company, our communities and our customers reap the rewards of this. 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. For more information, click here. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact recruit@lexmark.com.