Remote Support Vendor Lead

Lexmark Research & Development Corporation; Cebu City; On-site; PHP 600,000 - 840,000; Full time

Job summary

Lexmark Research & Development Corporation in Cebu City seeks a Remote Support Lead to drive performance across regional internal teams and service partners. You will set targets, review processes, and ensure high-quality, cost-efficient RCA outcomes in support of the Remote Strategy.

You will work closely with Global teams to align initiatives, improve service levels, and communicate performance. Strong collaboration, problem-solving, and stakeholder management are essential to succeed in this

Responsibilities

• Achieve Remote Support Performance - Internal Teams (KPI: RCA performance and associated KPI's)
• Achieve Remote Support Performance - Service Provider (KPI: RCA performance and associated KPI's)
• Closely partner with other geographies to ensure a cohesive alignment and partnership for management of known issues or upcoming changes
• Engage Regional Teams & stakeholders to ensure alignment and ensure support of Remote Support Strategy
• Work with the operational technical resources to ensure the RCA targets per offering are met, with the needed level of quality to reduce RRCA, recalls or engineer calls, spares, CRU etc.
• Supports and acts as point of escalation for internal customer queries and team members when related with Break Fix service
• Ensures compliance with procedures, quality controls and tools and drives process improvements

Job description

Lexmark Research & Development Corporation in Cebu City seeks a Remote Support Lead to drive performance across regional internal teams and service partners. You will set targets, review processes, and ensure high-quality, cost-efficient RCA outcomes in support of the Remote Strategy.

You will work closely with Global teams to align initiatives, improve service levels, and communicate performance. Strong collaboration, problem-solving, and stakeholder management are essential to succeed in this