Global Software / Firmware Support Lead

LXK Lexmark International Inc.; Ontario; On-site; CAD 90,000 - 120,000; Full time

Job summary

A global technology leader is seeking a Global Software / Firmware Support Lead to drive strategic initiatives and improvements in their support organization. This role requires expertise in customer support, project leadership, and excellent communication skills. The ideal candidate will collaborate with cross-functional teams and enhance overall customer support efficiency.

Qualifications

• 8+ years of functional expertise in Customer Support or related field.
• 5+ years project leadership experience.

Responsibilities

• Lead development and maintenance of knowledge bases for Software / Firmware products.
• Design training programs for customer support teams.
• Monitor support metrics to identify areas for improvement.

Skills

Leadership

Problem Solving

Communication

Teamwork

Analytical Skills

Education

Bachelor’s degree in Business, Engineering, or Computer Science

Tools

MS Dynamics 365

Job description

The Global Software / Firmware Support Lead is responsible for driving strategic initiatives and continuous improvements across end-to-end processes for the software and firmware support organization. This role will align all strategic initiatives for processes, policies, and technologies across geographies. The Software / Firmware Global Lead will play a crucial role in ensuring our support organization is equipped with the knowledge, training, and processes needed to deliver outstanding service to our customers.

Key Responsibilities :

1. Lead the development and maintenance of knowledge bases for our Software / Firmware products.
2. Design and deliver training programs for customer support teams to ensure they are well-equipped to assist customers with Software / Firmware issues.
3. Establish and optimize support processes to enhance efficiency and effectiveness.
4. Collaborate with product management, engineering, and other cross-functional teams to stay updated on product changes and ensure support readiness.
5. Monitor and analyze support metrics to identify areas for improvement and implement corrective actions.
6. Act as a subject matter expert for our Software / Firmware products within the customer support organization.
7. Drive continuous improvement initiatives to enhance the overall customer support experience.
8. Oversee the support process and training for Software / Firmware at Levels 2-3 and maintain a strong relationship with Customer Support Engineers (CSE) to drive product improvements.

Minimum Requirements :

• 8+ years of in-depth functional expertise in Customer Support or related field.
• Domestic and international travel is required.

Preferred Qualifications :

• Bachelor’s degree in Business, Engineering, or Computer Science.
• MS Dynamics 365 experience.
• 5+ years project leadership experience.
• Excellent written and verbal communication skills to effectively communicate with all levels of management and teams.
• Ability to quickly absorb product and process knowledge and apply appropriately to meet strategic goals.
• Strong analytical skills, knowledge of benchmarking processes and application of best practices, and problem-solving skills.
• Global experience.
• Formal Continuous Improvement training (e.g., Six Sigma).
• Ability to influence.
• Decisive yet collaborative leadership style.

Soft Skills :

• Strong teamwork and collaboration skills.
• Excellent problem-solving abilities.
• Effective communication and interpersonal skills.
• Leadership and mentoring capabilities.

How to Apply ?

If you are an innovator, here is your chance to make your mark with a global technology leader. Apply now!

We are proudly an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based on race, color, religion, gender, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression.

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.