Indirect Field Service Manager

hace 3 semanas

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 improvementEducation/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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