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 :
JOB SUMMARY:
Centralized role that is responsible to manage & 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 services 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 to execute 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 product, supplies or services when required
- Manage / communicate to 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
- Perform the following when required
- Monitor, track and manage recycling of toner cartridges
- Place and manage orders, replace defective parts, manage returns
- Confirm, monitor and track equipment and supplies delivery and installation
- Secure and manage storage area for parts/consumables or other inventory
- Collect, submit and manage page counts or other meters
- Monitor, review and respond to Help Desk requests for all repair (break-fix services) or Lexmark perceived related incidents as required
- Customer training
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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