WW TSC Software L3

JOB PURPOSE/MISSION/SUMMARY:
- Responsible for providing technical support to field engineers, technicians, and product support who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems and/or complex software. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training.  Provides support to customer/users where the product is highly technical or sophisticated in nature.

KEY ROLES & RESPONSIBILITIES / KEY JOB FUNCTIONS:

Escalation Point
•     Provide primary escalation point for TSC Support Software Team for all technical issues that cannot be resolved by 1st or 2nd level resources.  Work directly with Support Partner Specialists to gather common problems/solutions for Knowledgebase articles and assist in duplicating technical issues that have to be escalated to PE.

•     Work with the Lexmark and Partner Training Teams on implementation of new procedures to eliminate future escalations.  

•     Resolve High-Level Software Issues

•     In case of Urgent or Critical Issue, be ready to go onsite in order to facilitate and speed up the issue resolution

•     Analyze escalated issues for root cause and work with TSC Support Partner and PE to develop action plans to resolve.

•     Identify need for self-help and agent assistance online tools.  Provide this feedback to the Lexmark Service Information Management Team with recommendations for solutions.

•     Monitor “call causes” for escalations from TSC Support Partner and identify ways to reduce. Successful applicant will be the process owner for all aspects of Software Technical Support.  This includes owning the process end-to-end, documenting and updating the process and auditing the process to ensure it is functioning as designed.  This includes analysis of repeat service actions or collective account performance regarding support calls and/or service action frequency

•     Conduct remote call monitoring of TSC vendor support locations and provide recommendations to Support Partner Quality Assurance Teams on areas of improvement.  

 

Trainer
•     Coordinate New Product Introduction activities. This may include managing product orders and shipments for worldwide call center locations.  Ensure that new product training schedules are planned for the call centers.

•     Continually increase personal product knowledge and trouble-shooting techniques for all environments supported by Lexmark products.

Technical Ombudsman
•     Answer and resolve CEO complaints and non-traditional support contacts.  This includes acting as a single point of contact for each issue to closure and requires sound business judgment.  

•     Each 3rd Level Support Specialist is empowered to represent Lexmark interests and has the authority to grant concessions on warranty service or provide refunds and upgrades in order to satisfy the issue.  Work with the Lexmark Ombudsman team and close out all issues with resolution and lessons learned.