Xerox

JOB PURPOSE/MISSION/SUMMARY:

The Break Fix Management Specialist is responsible for monitoring and doing the required intervention of the Break Fix Work Orders (WO) and Sales Orders (SO) to meet the contracted customer Service Level Agreement (SLA). He/She works closely with internal Lexmark teams and 3rd party suppliers to address inquiries or issues regarding Break Fix activities through phone/email/chat, ensure timely and accurate actions until service WO completion and/or SO fulfillment. He/She is expected to provide accurate documentation in the relevant system or tools.

The individual directly reports to the Operations Manager and engages with the Operations Lead on day-to-day operational transactions.

KEY ROLES & RESPONSIBILITIES / KEY JOB FUNCTIONS:

The Break Fix Management Specialist is responsible for the following:

• Service Dispatch Management
• Proactively monitors Work Order (WO) to ensure that it flows correctly from Lexmark system to the Service Partner’s system or Lexmark Technician’s mobile app (FSMA).
• Investigates any WO exception or fallouts and raise to the Operations Lead via a Service Now ticket to avoid any service delay and SLA impact. He/she must be ready to execute BCP once advised and if BCP is available in the supported geo/country.
• Communicates to the customers, partners and/or all other relevant parties any service-related updates including but not limited to service delays, special arrangements or additional TSC instruction, or customer attendance requests.
• Open Service Action Management
• Monitors all open WOs and execute applicable intervention/s in order to meet the customer SLA or avoid further service delay. Add system documentation such as reason/s for the miss, status updates, or actions/interventions done.
• Collaborates with Lexmark internal teams/individuals for technical consultation, asset set up correction, availability of part/s required, or for any other possible alternate option to proceed with the service and expedite resolution of the Break Fix issue.
• Executes tight Intraday (within the day) monitoring to proactively capture potential service miss on SLA due date and possibly mitigate the situation.
• Utilize established escalation path to relevant support group/s to address roadblocks.
• Sales Order Management
• Monitor Sales Orders (SO) and executes necessary order interventions in consideration with the account/country/partner's special handling instructions.
• Carry out required actions which include, but not limited to, obtaining the correct ship-to-address/drop point, manual intervention of stuck SO, backorder management and daily follow up to relevant parties, and daily status update in the system until orders are processed successfully or delivered.
• Investigates any SO exception or fallouts and raise to the Operations Lead via a Service Now ticket to avoid any fulfillment delay and SLA impact. He/she must be ready to execute BCP once advised and if BCP is available in the supported geo/country.
• Facilitates clean-up and closure of open SOs that have been confirmed fulfilled but failed to update in D365 or Siebel.
• Exception Management
• Monitors Siebel PDQs, D365 Exception Views, and D365 Activity Action Center regularly to capture stuck Break Fix activities. He/She is expected to execute timely and accurate actions to resolve the exception to meet the same day exception resolution metric.
• Manage incomplete job closures or invalid debrief and intervene debrief-related exceptions to ensure that completed jobs are closed in the system and are eligible for payment.
• Submits a Service Now ticket for assistance if unable to resolve the system exception activity or actionable event.
• Missed SLA Reason Coding
• Identify the correct miss reason code or category of each WO and SO that did not meet the customer SLA based on standard SLA reason code definition then update D365 timely for accurate SLA reporting and root cause analysis.
• Mailbox Management
• Handles email inquiries received in designated task IDs and ensures that WOM-related emails are responded to within 1 hour from receipt.
• Follow established Break Fix mailbox email management process.
• Reporting Requirements
• Responsible in generation, analysis, and management of required reports using standard tools and practices for both WO and SO. Updates daily operational trackers with correct information for monitoring and reporting purposes.
• Update individual productivity tracker on a daily basis to report accurate data in the HC Model.
• Process Documentation and Process Improvement
• Ensure updated process documentation with regular review with SME/Senior Break Fix Specialist/Leadership/Process Team.
• Be able to come up with ideas or initiatives to make the current process more efficient or to save costs.
• Performs all other tasks as directed by the management. These tasks may include those directly or indirectly related to Break Fix Management within the business area, one-off tasks or special assignments.
• Completes company-mandated online courses and/or trainings as well as comply to EHS and other company-related programs. Additionally, actively engage and participate in O2R or CCC-wide activities.

COMPETENCIES, SKILLS, KNOWLEDGE & ABILITIES:

CUSTOMER-FOCUS

• Ability to listen to the customer’s issues and address them through the flawless execution of worldwide standard practices
• Displays a positive attitude to the customer and to the team
• Able to use all options / resources available to address a customer’s issue / escalation
• Displays a sense of urgency when processing / addressing requests, issues, or escalations
• Ability to stick to tight schedules and deadlines

TECHNICAL SKILLS

• Intermediate Microsoft Excel skills is required
• Proficiency in other MS Office apps (Word and PowerPoint) is required
• Basic knowledge of and experience with Microsoft Outlook or similar email accounts and calendar

COMMUNICATION SKILLS

• Competent in the use of different methods of communication: email, chat, telephone, or other official communication tools
• Conveys information clearly and effectively, both written and verbal, to various teams globally
• Listens actively and effectively

LANGUAGE SKILLS

• Ability to read, analyze, and interpret general business process documentation, standard work / procedures, and corporate procedures/regulations
• Ability to effectively present information and respond to questions from leadership groups, counterparts, and stakeholders

TEAMWORK

• Works well with others
• Motivates and reinforces global teamwork
• Develops rapport and trust
• Works to reinforce worldwide process standards
• Mature and flexible; able to work with different personalities and cultures

PROBLEM -SOLVING

• Understands the relevant aspects of the issue(s) raised by the customer
• Has problem-solving capabilities, where the use of LEAN principles is a plus
• Able to prioritize problems or issues according to any risks involved

REASONING ABILITY

• Ability to solve practical problems and deal with a variety of concrete variables in situations where limited standards may exist
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule for
• Ability to prioritize transactions accordingly

EDUCATION, EXPERIENCE & CERTIFICATIONS BASIC REQUIREMENTS:

• Bachelor’s Degree Holder (4-year course)
• At least 2 years customer service experience or related field