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About the position
The Regional Support Specialist is responsible for providing operational support to Lexmark customers by installing, maintaining, and repairing equipment. This role involves troubleshooting technical issues, conducting training sessions, and acting as a liaison between the company and its customers. The specialist will also provide field service repair coverage and manage projects related to process improvement and customer site health checks.
Responsibilities
- Install, operate, maintain, repair, and modify equipment for customers.
- Conduct technical analysis of product implementations and modifications according to customer specifications.
- Troubleshoot technical problems and recommend solutions to customers and company representatives.
- Assess product needs based on customer specifications.
- Conduct technical training and product briefings for customers, vendors, and company representatives.
- Provide field service repair coverage, including direct service repairs and backup coverage for site-dedicated FSE locations.
- Travel nationally to perform device repairs for customer escalations and ongoing issues.
- Deliver training for FST/FSEs during new product releases and onboarding activities.
- Provide feedback for Knowledgebase content improvement and field knowledge to product engineering.
- Review open or historical calls to expedite repairs and provide technical support to field teams.
- Manage or participate in selected projects related to field process improvement.
Requirements
- Some completed college coursework preferred.
- Demonstrated mastery of break/fix repairs of Lexmark equipment.
- Greater than 5 years of experience repairing Lexmark equipment.
- Greater than 10 years of experience repairing equivalent equipment.
