Technical Support Center Supplier Coordinator - French

Responsibilities :

Job Function:

As part of the Services Organization, the Supplier Coordinator oversees the Technical Support Center operations (TSC) located in European locations. The role does not include any direct reports or people management related tasks.

Key Responsibilities:

• Monitoring and managing the activity and performance of the outsourced Contact Center Operations together with the cost of services in accordance with the Statement of Work
• Act as Interface between Lexmark and Partner
• Managing the implementation of new services or processes
• Continuously improving Customer Experience
• Analyze and improve supporting procedures

Roles and Authority:

TSC Supplier Coordinator:

• Act as interface and escalation point with partner for all matters: technical, process, systems, financial
• Coordinate regular operational reviews with partners
• Monitor key performance indicators and follow-up on action plans
• Manage operational cost: validate resource requirements and monthly invoices
• Track payment of invoices to partner and credit notes from partner to Lexmark
• Ensure process and system change requirements are implemented by partner in due time

Internal Interactions:

• Interface, establish and maintain effective working relationships with country management
• Contribute to teamwork, and cooperate with all members focusing on the entire EMEA Region
• Project management: initiate or coordinate and lead assigned contact center projects
• Focus on End-to-End customer satisfaction and processes with partners and in cooperation with the other departments.

Education and Experience

• 2+ years of experience in contact center environment and/or service delivery organization
• Third Level education preferably to business degree level
• Leadership experience is preferred however, there is no direct people management responsibility included
• Experience in SSC environment, purchasing and vendor management is an advantage
• ISO 9001, Process management systems or LEAN concept knowledge is an advantage

Skills

• Fluent English and French Advanced Working proficiency levels are required
• Pro-active working approach, sense to facilitate, problem solving attitude
• Flexible with good negotiation skills
• Technical Skills: intermediate level in MS Word, Excel, and PowerPoint
• Project management skills are a plus
• Siebel, SAP, Microsoft Dynamics knowledge is an advantage

How to Apply ?

Are you an innovator? Here is your chance to make your mark with a global technology leader. Apply now!

Global Privacy Notice

Lexmark is committed to appropriately protecting and managing any personal information you share with us. Click here to view Lexmark's Privacy Notice.