Regional Field Service Manager - 119262

Regional Field Service Manager - 119262

Lexmark International, Inc. (NYSE: LXK) provides businesses of all sizes with a broad range of printing and imaging products, software, solutions and services that help customers to print less and save more. Perceptive Software, a stand-alone software business within Lexmark, is a leading provider of enterprise content management software that helps organizations easily manage the entire lifecycle of their documents and content, simplifying their business processes, and fueling greater operational efficiency. In 2010, Lexmark sold products in more than 170 countries and reported more than $4 billion in revenue.

Regional Field Service Manager

REPORTING TO: National Field Service Manager

JOB SUMMARY:

Working in designated region, is responsible for the direct management of 6-10 Field Service Technicians, 6-10 On Site Service Technicians as well as the performance management and relationship with national providers and local Authorized Service Providers in the assigned region. Is responsible for the overall service delivery performance levels, customer satisfaction levels and financial performance of assigned region.

ROLES AND RESPONSIBILITIES:

• Manages activities of assigned Field Service Technicians in designated region.
• Ensures all assigned calls in region are dispatched effectively to ensure customer committed SLA’s are achieved daily
• Ensures proper Technician coverage for assigned region and ensures proper backup for vacation, sickness and absence
• Responsible for recruiting, selection, hiring and performance management of Field Technicians in assigned region
• Responsible for effective training strategy of assigned technicians and that proper certifications are achieved and maintained for the products covered in region
• Ensure field technician productivity levels are monitored and achieved, continually seeking ways to enhance levels
• Works with National Manager to evaluate areas where density of install base and call volumes warrant expansion of direct technicians
• Works with DFM teams in assigned region to assist in recruitment, selection and placement of direct technicians into contractual commitments
• Assists DFM team in assigned region with inventory management of local part stocks
• Conducts weekly/monthly meetings with team to ensure information flow and to explore opportunities for productivity/customer satisfaction improvements
• Establishes relationships with Lexmark sales team(s) in assigned region and acts as a conduit for two way communication of field sales and service issues and actions
• Establishes relationships with national provider representatives and local Authorized Service Providers in area to ensure effective training of their resources is achieved, proper procedures are followed and issue resolution and opportunities for improvement are discussed on a regular basis.
• Establishes relationships with Key/DFM account contacts in assigned region with support of the Lexmark sales team.
• Conducts training as required for Technicians, national providers and local ASP’s in assigned region
• Responsible to measure and report on key performance metrics in assigned region including, service delivery execution, customer satisfaction, inventory management and financial factors
• Maintain communications with peer Regional Managers to ensure sharing of key information and learning across Field Service teams
• Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks and benchmarking state of the art practices.

ADDITIONAL RESPONSIBILITIES:

• Assumes other special activities, responsibilities, and special projects from time to time as directed.

EXPERIENCE AND SKILLS:

• 5 years in field service or customer support
• 3-5 years of supervisory/management experience
• Excellent driving record
• Valid drivers license
• Sound administrative skills
• Partner management experience
• Strong process analysis skills
• Strong presentation skills.
• Strong focus on continual improvement.
• Sound administrative skills
• Sound MS Office Skills

PERSONAL CHARACTERISTICS:

• Ability to effectively multi-task, managing projects, initiatives and activities in an efficient, organized and results driven manner.
• Well-developed interpersonal skills.  Ability to get along well with diverse personalities—mature—flexible.
• Excellent communication skills, written and verbal.
• Customer service orientation
• Keen sense of urgency around resolution of customer issues

EDUCATION:

High School Diploma or GED

Bachelor’s degree in Technical or Business Discipline

Are you an innovator Here is your chance to make your mark with a global technology leader.  Apply now at Reference job ID 119262