Break Fix Management Specialist

Lexmark is now a proud part of Xerox, bringing together two trusted names and decades of expertise into a bold and shared vision.

When you join us, you step into a technology ecosystem where your ideas, skills, and ambition can shape what comes next. Whether you're just starting out or leading at the highest levels, this is a place to grow, stretch, and make real impact—across industries, countries, and careers.

From engineering and product to digital services and customer experience, you'll help connect data, devices, and people in smarter, faster ways. This is meaningful, connected work—on a global stage, with the backing of a company built for the future, and a robust benefits package designed to support your growth, well-being, and life beyond work.

JOB 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). This role involves close coordination 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. Accurate documentation must be maintained in the relevant system or tools throughout the process.

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

KEY ROLES & RESPONSIBILITIES:

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 the Lexmark system to the Service Partner's system or Lexmark Technician's mobile app (FSMA).

• Investigate any WO exceptions or fallouts and raise to the Operations Lead via a Service Now ticket to avoid any service delay and SLA impact. 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 for 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 an established escalation path to relevant support groups 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 exceptions or fallouts and raises the Operations Lead via a Service Now ticket to avoid any fulfillment delay and SLA impact. 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.

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 training as well as comply with EHS and other company-related programs. Additionally, actively engage and participate in O2R or CCC-wide activities.

EDUCATION, EXPERIENCE & CERTIFICATIONS BASIC REQUIREMENTS:

• Bachelor's Degree holder (4-year course)

• At least 2 years customer service experience or related field