Lexmark is now a proud part of Xerox, bringing together two trusted names and decades of expertise into a bold and shared vision.
When you join us, you step into a technology ecosystem where your ideas, skills, and ambition can shape what comes next. Whether you’re just starting out or leading at the highest levels, this is a place to grow, stretch, and make real impact—across industries, countries, and careers.
From engineering and product to digital services and customer experience, you’ll help connect data, devices, and people in smarter, faster ways. This is meaningful, connected work—on a global stage, with the backing of a company built for the future, and a robust benefits package designed to support your growth, well-being, and life beyond work.
Responsibilities :
Role Description:
- Work together with our TSC Vendor to provide best in class Technical Support to our Lexmark customers.
Responsibilities:
- Manage TSC Operations: Oversee Technical Support Center (TSC) operations for North America, ensuring smooth and continuous service.
- Partner Coordination: Act as the main interface between Lexmark and TSC partners, ensuring compliance with the Statement of Work and achieving metrics targets.
- Performance Monitoring: Track and manage the performance and cost of outsourced contact center operations.
- Customer Experience Improvement: Continuously enhance customer experience by analyzing and improving support procedures.
- Operational Reviews: Conduct regular reviews with contact center leadership and QA teams to monitor performance and address issues.
- Issue Resolution: Investigate and resolve customer satisfaction concerns and escalate issues as needed.
- Financial Management: Manage operational costs, validate resource requirements, and process invoices.
- Technology and Process Improvement: Identify and implement technology improvements and process changes to enhance contact center operations.
- Project Management: Participate in new account and product introduction projects to ensure TSC requirements are met.
- Reporting: Maintain and report performance metrics to senior management and other stakeholders.
Qualifications:
- Bachelor’s degree in business, engineering, or a related Customer Service
- Fluent in Spanish, English and some Portuguese
- 2+ years of operations management experience, preferably in support/service.
- Strong project management skills and a proactive problem-solving attitude.
- Excellent team player with good negotiation skills.
- Technical proficiency in MS Word, Excel, PowerPoint and PBI; knowledge of D365, SAP, and Microsoft Dynamics.
- Ability to travel internationally (10-20%).
Preferred Skills:
- Knowledge of ISO, COPC, BPMN standards.
- Experience in managing nonconformities and continuous improvement initiatives.
How to Apply ?
Are you an innovator? Here is your chance to make your mark with a global technology leader. Apply now!
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