Responsibilities :Job Function:As a member of the Country Service Delivery Team, the Country Hardware Specialist provides Technical Support, Customer Visit and Training on our Lexmark Products to the Service Partners.Duties and Responsibilities:Product Technical Support and Customer VisitsProvide to the Service Partner, Channel Service Partners/ LASP hardware 2nd level support, including supplies, print quality,…Provide Phone and email technical support on all Lexmark products within service life.If needed, escalate the case to the 3rd Level GroupMonitor Product Quality issues and report findings back to the Central Hardware team.Analyse root cause of failure and implement solutionCapture all information related to known technical issues.Coordinate communication with appropriate functions (supply chains, process, TSC, Central Hardware team…).Drive product improvement and customer satisfaction upDeliver Training to the Service Partners and Channel Partners/ LASPPre sales and post sales support to the sales rep regarding tender (different product specification, configuration, compatibility, demo presentation etc.
)Periodic technical review with certificated dealer and service partners for technical info, upgrade info, problem escalation, quality of the service, new certification, pending action, etc.Deliver customized training for customer- 1° level training, call center, and diagnosis.Manage rollout of installation, and test configurationMentor:Create positive atmosphereReduce obstacles to learningAdministrate results, and Support learning practicing.Test and Provide feedback to the central Hardware team on the quality of training materials.Instructor:Subject matter expertGives presentations to the partnersSupport and initiate group learning activities.Course Manager:Stimulate individual training resultsKeep track of used training materialsMonitor learning behaviours and uses appropriate interventionsConstantly look for improvementsAdapt training materials to target populationProvide feedback on hands-on training results to central.Translator:Translate a limited amount of training content (provided by central) from English into local language.Education and Experience:Minimum 3 years of professional experience in Hardware Software SupportMicrosoft OS and/or networking certifications would be appreciatedKnowledge of performance/skills based training systems, and current best practices in adult learning would be a benefit.Skills:Very good Communication presentation skillsStrong technical skillsCustomer FocusExcellent communications skills, spoken and writtenTeam workerStrong customer satisfaction focusTechnical awareness and know how to work with IT systemsFamiliarity with most common office productsTravel may be frequent within the countryExcellent English and Italian level required (especially spoken)Other European languages is an advantageHow to Apply?Are you an innovator?
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