Description : Work together with our TSC Vendor to provide best in class Technical Support to our Lexmark customers. Responsibilities: Manage TSC Operations: Oversee Technical Support Center (TSC) operations for North America, ensuring smooth and continuous service. Partner Coordination: Act as the main interface between Lexmark and TSC partners, ensuring compliance with the Statement of Work and achieving metrics targets. Performance Monitoring: Track and manage the performance and cost of outsourced contact center operations. Customer Experience Improvement: Continuously enhance customer experience by analyzing and improving support procedures. Operational Reviews: Conduct regular reviews with contact center leadership and QA teams to monitor performance and address issues. Issue Resolution: Investigate and resolve customer satisfaction concerns and escalate issues as needed. Financial Management: Manage operational costs, validate resource requirements, and process invoices. Technology and Process Improvement: Identify and implement technology improvements and process changes to enhance contact center operations. Project Management: Participate in new account and product introduction projects to ensure TSC requirements are met. Reporting: Maintain and report performance metrics to senior management and other stakeholders. Qualifications: Bachelor’s degree in business, engineering, or a related Customer Service Fluent in Spanish, English and some Portuguese 2+ years of operations management experience, preferably in support/service. Strong project management skills and a proactive problem-solving attitude. Excellent team player with good negotiation skills. Technical proficiency in MS Word, Excel, PowerPoint and PBI; knowledge of D365, SAP, and Microsoft Dynamics. Ability to travel internationally (10-20%). Preferred Skills: Knowledge of ISO, COPC, BPMN standards. Experience in managing nonconformities and continuous improvement initiatives. 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 to view Lexmark's Privacy Notice.