Provide technical support for complex equipment and software. Escalate unresolved issues, training, and analyze support processes for improvement.
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 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.
- 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.
• 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.
Technical Support Center and Partner Engagement
• 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.
• 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.
• 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.
How to Apply ?
Are you an innovator? Here is your chance to make your mark with a global technology leader. Apply now!
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.
Top Skills
Computer Systems
Electro/Mechanical Equipment
Software
Similar Jobs
Big Data • Food • Hardware • Machine Learning • Retail • Automation • Manufacturing
You will manage shopper insights, drive growth opportunities, optimize business through data, and develop actionable research recommendations to support sales strategies.
Top Skills:
Consumer ResearchData AnalysisMarket ResearchShopper Insights
Cloud • Fintech • Food • Information Technology • Software • Hospitality
The Staff Software Engineer will lead projects to enhance guest engagement by developing reliable systems, collaborating across teams, and mentoring others.
Top Skills:
AndroidCamelDynamoDBGraphQLJavaKotlinPostgresPulsarRabbitMQReactStorybookTailwind
Cloud • Fintech • Food • Information Technology • Software • Hospitality
As a Staff Software Engineer, you will develop high-volume integrations for restaurant platforms, ensuring reliability and supporting production. Collaborate with teams to enhance software quality and mentor others.
Top Skills:
CamelDynamoDBGraphQLJavaKotlinPostgresPulsarRabbitMQReactStorybookTailwind
What you need to know about the Dublin Tech Scene
From Bono and Oscar Wilde to today's tech leaders, Dublin has always attracted trailblazers, with more than 70,000 people working in the city's expanding digital sector. Continuing its legacy of drawing pioneers, the city is advancing rapidly. Ireland is now ranked as one of the top tech clusters in the region and the number one destination for digital companies, with the highest hiring intention of any region across all sectors.
