BREAK FIX MANAGEMENT SPECIALIST
Business Area: Onboarding to Resolution - Order Management
Job Purpose/Mission/Summary:
The Break Fix Management Specialist is responsible for monitoring and doing the required intervention of the Break Fix Work Orders (WO) and Sales Orders (SO) to meet the contracted customer Service Level Agreement (SLA). Works closely with internal Lexmark teams and 3rd party suppliers to address inquiries or issues regarding Break Fix activities through phone/email/chat, ensure timely and accurate actions until service WO completion and/or SO fulfillment.
The Break Fix Management Specialist is expected to provide accurate documentation on the relevant system or tools. The specialist directly reports to the Operations Manager and engages with the Operations Lead on day-to-day operational transactions.
Key Roles and Responsibilities:
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CUSTOMER-FOCUS
- Ability to listen to the customer’s issues and address them through the flawless execution of worldwide standard practices
- Displays a positive attitude to the customer and to the team
- Able to use all options / resources available to address a customer’s issue / escalation
- Displays a sense of urgency when processing / addressing requests, issues, or escalations
- Ability to stick to tight schedules and deadlines
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TECHNICAL SKILLS
- Intermediate Microsoft Excel skills is required
- Proficiency in other MS Office apps (Word and PowerPoint) is required
- Basic knowledge of and experience with Microsoft Outlook or similar email accounts and calendar
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COMMUNICATION SKILLS
- Competent in the use of different methods of communication: email, chat, telephone, or other official communication tools
- Conveys information clearly and effectively, both written and verbal, to various teams globally
- Listens actively and effectively
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LANGUAGE SKILLS
- Ability to read, analyze, and interpret general business process documentation, standard work / procedures, and corporate procedures/regulations
- Ability to effectively present information and respond to questions from leadership groups, counterparts, and stakeholders
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TEAMWORK
- Works well with others
- Motivates and reinforces global teamwork
- Develops rapport and trust
- Works to reinforce worldwide process standards
- Mature and flexible; able to work with different personalities and cultures
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PROBLEM -SOLVING
- Understands the relevant aspects of the issue(s) raised by the customer
- Has problem-solving capabilities, where the use of LEAN principles is a plus
- Able to prioritize problems or issues according to any risks involved
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REASONING ABILITY
- Ability to solve practical problems and deal with a variety of concrete variables in situations where limited standards may exist
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule for
- Ability to prioritize transactions accordingly
Education, Experience and Certifications Basic Requirements:
- Bachelor’s Degree Holder (4-year course)
- At least 2 years customer service experience or related field
You may send your application to recruitment@lexmark.com.