Installs, operates, maintains, repairs and modifies equipment. Conducts technical analysis of product implementations, modifications and enhancements to product in accordance with specific customer specifications and implementations. Troubleshoots technical problems and issues, determines technical solution in accordance with product and customer specifications, and recommends actions to company or customer representatives for coordinate product solution. Assess product needs in accordance with customer specifications. Conducts technical training and product briefing with customers, vendors and company representatives. Acts as local on-site representative to customer's organization.
Provide Field Service repair coverage:
- Complete direct service repairs in local or national locations as needed for FST/FSE or partners
- Provide backup (scheduled or emergency) coverage for Site-dedicated FSE locations
- Unique travel and perform device repairs nationally, as needed, for specific:
- Customer escalations
- On-going and repeat device issues
- Pre-register (background check or specific health-screening) with selected accounts (health-care or other secure site) to obtain contractor badge/site access
Deliver Training-related activities:
- Work with partners on training and repair best practices
- Provide training for FST/FSEs during new product releases and support for other on-boarding activities for new FST/FSEs
- FST/FSE technical/process retraining as needed for metric improvement
- Conduct ride-along visits with New FST/FSEs and partner technicians
Deliver with focus on continuous improvement:
- Provide Knowledgebase content improvement feedback
- Point of contact for engineering
- Disseminate information from product engineering to field (FST/FSE & Partners)
- Provide field knowledge, issues and findings to product/development engineering
- Conduct Tech-Talks with partners or FST/FSEs
- Provide technical support to field and internal teams:
- Review open or historical calls and make recommendations to expedite repair or avoid mechanical replacement
- Review incomplete SR's and provide technical support
- Serve as top technical escalation contact supporting FST/FSEs and Partners for issues that have prompted multiple visits
- Be an active participant in online tools like, Partner Collaboration site in Yammer or other MS Teams Collaborative space
Manage or participate in selected projects:
- Project leads for field process improvement projects
- Provide oversight and support during large install projects
- Proactive customer site health checks
Travel required:
Education:
- Some completed college coursework preferred
Experience:
- Demonstrated mastery of break/fix repairs of Lexmark equipment
- Greater than 5 years repairing Lexmark equipment and greater than 10 years of repairing equivalent equipment (recommended)
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