Customer Operations Manager

Lexmark International, Inc. (NYSE: LXK) provides businesses of all sizes with a broad range of printing and imaging products, solutions and services that help them to be more productive. In 2008, Lexmark sold products in more than 150 countries and reported $4.5 billion in revenue. Learn how Lexmark can help you get more done at www.lexmark.com. Responsibilities JOB SUMMARY:

Responsible for the delivery of print services to customer(‘s) satisfaction.  Duties include working with Customer Focus Team (CFT) to execute managed print services requirements,  implementation of services and provide ongoing management of delivery of service.

ROLES AND RESPONSIBILITIES:

• Responsible for the management of a customer’s print environment of 2,000 – 25,000 installed devices and annual revenues of $7M - $18M
• Management of a diverse team of 7 – 15 employees that remains motivated, rewarded and focussed on delivering excellent execution of job functions
• Responsible for the successful services delivery in such a manner that Lexmark experiences 100% customer retention
• Coaches and mentors employees for  their development and delivery of daily functions
• Fiduciary responsibility for all ongoing operations including pricing, revenue recognition and cost management
• Executes job functions following standard practices and develops or enhances practices as required by customer needs
• Leads team in defining and maintaining business excellence focus
• A recognized strong team player that is know for consistent delivery of quality services
• Supports CFT in development of proposals and RFP responses and develops Statements of Work to clearly define services and SLA’s for customer
• Develops various management plans for implementation of product/services for customers
• Provides recommendations to improve productivity, increase efficiencies, reduce costs, possible future opportunities, and maintain state-of-the-art procedures in all aspects of the operations


ADDITIONAL RESPONSIBILITIES:
Assumes other special activities, responsibilities, and projects as required
Act as the focal point for site issues, as it relates to a specific customer site


EXPERIENCE AND BACKGROUND:

WORK HISTORY:
• Experience with managing multi-disciplined teams that are geographically dispersed
• Experience with managing direct reports who are responsible for managing others
• A minimum of twelve (12) years customer service experience in computer/printer maintenance support
• Significant experience interacting with customers, including executives
• Experience with the delivery of operations through the use of technology solutions
• Strong analytical/procedural background with a minimum of seven (7) years project management experience

TECHNICAL COMPETENCE:
• Strong teaching skills, ability to present and demonstrate complex procedures to diverse groups
• Demonstrated ability to use Microsoft Office Suite (Excel, Word) and databases (Access, SQL)
• Demonstrated knowledge of software driver implementation in MS 98, 2000 Pro and NT 4.0.
• Knowledge of IP protocol schema and basic network protocols such as SNMP
• Demonstrated ability to apply a systematic approach to problem solving through analysis of the problem and evaluation of alternative solutions
• Experience in documenting current and future state environment and business processes
• Well-developed management skills—principles and people
• Strong project management skills including working knowledge of Microsoft Project


PERSONAL CHARACTERISTICS:

• Individual must demonstrate a high level of business maturity, in appearance, focus, poise and alertness;  ability to get along well with diverse personalities—mature—flexible
• Must be seen as a role model for junior members of organization
• High energy level, comfortable performing multifaceted projects in conjunction with normal activities
• Strong leadership skills, ability to direct and motivate employees
• Strong analytical and reasoning abilities.  Able to develop and adapt business processes after evaluating multiple solutions
• Demonstrated ability to effectively communicate complex ideas in effective, concise fashion in both verbal and written format
• “Hands on” management style—drives team involvement within division and functional support organizations


ORGANIZATIONAL RELATIONSHIPS:

• Responsible to Services Program Manager


EDUCATION:

• BA/BS/BBA degree in Business or equivalent experience
• MBA in finance or operations a plus
• PMP or CMM certification

To be considered for the position I encourage you to visit our website at http://www.lexmark.com/employ  for more information. Lexmark offers very competitive salary and benefit packages, commensurate with skills and experience.

Once you are at this website please select Advanced Search and the location you are interested in and review the specific information about the position and location.

Applying online for this position would be a great first step. Shortly after you apply, someone from our staffing team will contact you to discuss next steps and provide you with more information.