Worldwide Service Engineer

Lexmark is a global Fortune 500 developer, manufacturer and supplier of printing solutions and services in more than 150 countries. Unlike some of its competitors, Lexmark develops and owns the technology inside its products, giving us a competitive edge and allowing us to more quickly introduce new products. This ownership of technology, along with a commitment to innovation and unique path to market, have been the ingredients of our success since the company was founded. Being employed by a technology leader has its advantages, and people who like to work in a fast paced environment love being with Lexmark.

 

Overall Goals
? Reduce warranty and EW cost by identifying and finding solutions to WW field quality issues
? Improve customer satisfaction via direct resolution of customer issues and helping to improve WW service delivery
? Reduce cost by driving specific cost and expense projects and increasing warranty reimbursement from our suppliers

Details:
? Serve as the worldwide interface for field quality issues between Lexmark's Engineering community and CSS.
? Reports: Present field quality reports to PE and QE groups, highlighting and explaining problem trends.
? Report Quality: Ensure quality and accuracy of published reports (TSC calls, parts usage, etc).Measurement: Reports published on the SE web site should exhibit month to month consistency. Ensure that any errors due to missing data, Service Partner changes, Quality Holds, or incoming data quality, are explained in the reports.
? Track Code Usage: Monitor the track code usage accuracy by the TSC and service partners. When the track code usage is inadequate, document this with examples and provide a report to the Service Delivery team (TSC, Depot, or On-site managers), and management. Any systemic problems exposed should be documented and, if appropriate, addressed in a separate project.
? Service Process: Monitor Service Operations quality as it relates to the service cost and perceived product failure rate. The focus of this task is on unnecessary parts replacement, repeat service actions and unnecessary service actions. This may require analysis of NPU/NDF and parts usage contributing factors through detailed service record and TSC call data analysis. Work with your department, and other departments to reduce the NPU/NDF and repeat service action rates.
? Warranty Reimbursement: Work with Product Engineering, Purchasing, and Suppliers to present acceptable field data that will result in improved reimbursement for warranty claims.
? Customer issue resolution:  Work directly with customers to identify and resolve quality concerns and service delivery issues.

Skill requirements:

Must have solid investigative, analytical and presentation skills, and be familiar with systems tools commonly used to develop, analyze and present data and information. Six Sigma experience preferred. Bachelors degree in an engineering discipline also preferred. 

 

Benefits:

We offer flexible benefits and excellent compensation packages that allow our employees to make choices that fit their individual lifestyles. 

 

Lexmark International, Inc. proudly supports Affirmative Action and is an Equal Opportunity Employer. Lexmark is committed to workforce diversity. Qualified applicants will receive consideration without regard to race, color, gender, religion, sexual orientation, gender identity, national origin, age, disability or veteran status. Applicants are encouraged to confidentially self-identify when applying. Employment contingent upon successful completion of background investigation and pre-employment drug screen. Smoke-free workplace. Drug-free work environment. No recruiters or agencies without a previously signed contract. Unable to sponsor or transfer H1 visas for this position.

 

If you are intrigued by this position, please go to www.lexmark.com/employ and submit your application right away in relation to job order # 107861. Lexmark offers a relocation package for this position. Thank you for your interest in Lexmark International.