Indirect Field Service Manager

hace 2 días

Ciudad de México Lexmark International, Inc. A tiempo completo

Responsibilities:
The Latin America Indirect Field Service Manager oversees the Indirect Field Service operations within Latin America, including the Channel Field Service business. This role involves managing a team of Field Service Specialists located across Latin America (Mexico, Brazil, Argentina, Colombia) to ensure effective daily operations.

The responsibilities pertaining to the Channel Field Service demand exceptional relationship-building and interpersonal skills. The manager will lead a team of highly skilled Field Service Specialists (FSS) to:

- Provide comprehensive support to Lexmark Indirect Channel Partners within Latin America.
- Offer additional training, resolve issues, and act as a liaison to Lexmark support resources.
- Implement new initiatives, special projects, and offerings that align with the LA Channel Sales strategy.
- Drive channel partner relationships and partner experience.

As the leader of the FSS and Channel Field Service team, the manager is expected to:

- Collaborate actively with the channel sales team to support sales initiatives and communicate on dealer issues and actions taken by the FSS team.
- Gather requirements from the Channel Sales team to drive improvements in the Service Delivery organization (TSC, Direct Field Service, Customer Enablement).
- Occasionally travel to channel partner locations to:

- Support FSS team visits.
- Communicate strategic service initiatives.
- Collect feedback from dealer leadership and service teams.
- Understand how to best position Lexmark service by listening to dealers and working with the Lexmark Channel Sales team to develop strategic offerings.
- Work with the America’s ASP Program Manager to ensure:

- Accurate partner onboarding
- Partner/Program/Agreement compliance
- Warranty Claims Validation (Claims Cost & Fraud Control)
- Drive continuous improvement

Education/Skills/Experience
- Undergraduate Degree in Business or a related field.
- Excellent verbal and written communication skills (proficient in English & Spanish, and Portuguese a plus).
- Strong decision-making and problem-solving capabilities.
- Proven leadership and career development skills and experience.
- Ability to set a strategy and drive a team to execute it.
- Self-motivated with the ability to work with mínimal guidance.
- Minimum of 10 years of relevant working experience.
- Expertise in project management, change management, and organizational skills.
- Strong focus on partner/customer relations and the operational aspects of the business.
- Comfortable working in a matrixed and complex organization.
- Ability to develop strong business relationships.
- Capable of influencing both within and outside the organization.
- Well-developed interpersonal skills, with the ability to interact effectively with diverse personalities—mature, flexible.
- Team-oriented mindset.

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