Position Function Summary:

Provide Customer Support Services and related service partner management activities in the Hong Kong region.  With the goal of delivering high customer satisfaction, the incumbent will also be accountable for Service Partner Management in a defined territory and support country services and sales teams in all possible ways.

1. 1.       Provide management and guidance to the Authorised Service Partners planning, organising and controlling service programs and initiatives to maximise customer service and satisfaction levels.

Measurement Criteria

• Customer Satisfaction Survey Results
• Feedback from Lexmark staff

1. 2.       Support the sales team by assisting in designing programs to sell Extended Warranty, Spare parts and other services. Be the primary point of contact for sales account managers and service delivery managers and help them design successful service offerings within Customers bids. Participate in the production of customer bids for service delivery ensuring the offer being proposed is able to be delivered and is aligned with standard processes.

1. 3.       Work with the AP Spare Parts Manager to ensure effective demand planning for spare parts are in place and work with the offshore inventory planning and order management teams to ensure timely delivery of spare parts to Hong Kong with minimal customer downs.

1. 4.        Effectively control, maintain and record department initiatives and identify/implement initiatives for improving service delivery performance and cost effectiveness against plan and departmental budgets.

Measurement Criteria

• Lexmark Profitability
• CSS Profitability

1. 5.        Along with the various offshore Customer Support Services team, effectively manage Lexmark Service providers to ensure key performance objectives are met, based on productive partner relationships.  Service performance against SLA and KPI objectives.  Drive improvement projects and initiatives to improve departmental performance against targets. Regularly review each service partners’ performance and implement service improvement plans where necessary.

Measurement criteria

• Effective, timely and efficient use of Lexmark Global Service Management System (Siebel) by Authorised Service Partners
• All calls debriefed within 30 days of service completion

1. 6.       Ensure technical escalations are managed within the standard Lexmark technical escalation process.  Take ownership of technical and service related escalations and drive outstanding issues to resolution.

    1. 7.       Undertake specific Service related projects as requested by Senior Management to produce a service environment which is cost effective and strategically aligned. 

Contacts within the organisation:                            Nature of the work relationship       

Employee within the team                          Advice Sought/Given, Co-ordination of work, Consult/Negotiate, Formal Counselling, Motivate/Convince, Provide Support Services, Refer to others, Sharing Information, Team Work, Training and Development

Employee outside the team                        Advice Sought/Given, Consult/Negotiate, Motivate/Convince, Provide Support Services, Refer to others, Sharing Information, Team Work

Managers, Senior Managers                       Advice Sought/Given, Consult/Negotiate, Motivate/Convince, Sharing Information

Contacts outside the organisation:                          Nature of the work relationship            

Customers                          Advice Sought/Given, Consult/Negotiate, Motivate/Convince, Sharing Information, Team Work

Lexmark Business Partners                          Advice Sought/Given, Consult/Negotiate, Motivate/Convince, Sharing Information, Team Work

Strategic Alliance Partners                           Advice Sought/Given, Motivate/Convince, Refer to others, Sharing Information, Team Work

Suppliers                                             Advice Sought/Given, Co-ordination of work, Consult/Negotiate, Refer to others, Sharing Information, Team Work, Training and Development