Predictive Analytics Program Manager

Lexmark   •  

Lexington, KY

Industry: Professional, Scientific & Technical Services

  •  

Less than 5 years

Posted 32 days ago

The Predictive Analytics Program Manager will work with Service Operations, Engineering, R&D, and IT to develop new operational capabilities and mature Lexmark advanced analytics and data-driven decision making. Dive into technical project work to help Lexmark Proactive and Predictive Services increase customer up time and reduce Lexmark costs. Leverage and create cutting-edge predictive models and supporting technologies to advance and grow Lexmark's services offerings.

Responsibilities:

  • Work with cross-functional resources including IT, Hardware/Firmware/Software Development Engineering, and Service Operations teams within Lexmark specifically to:
    • Work with team to set vision and direction for architecture and function of Predictive Service
    • Work with team to define and prioritize technical requirements for additional services including Proactive device notification, Auto configuration and debrief tool, and Services Dashboard
    • Work with operations teams (TSC, service delivery, service engineering) to monitor performance of Predictive Service, and offer guidance to teams on how best to use analytics
    • Implement and maintain standard process improvement for assigned services (Define, Measure, Analyze, Improve, Control)
    • Work with IT and Software R&D teams to incorporate the next generation of Lexmark IoT into operations / Predictive Service
    • Facilitate product quality improvement via field quality feedback to engineering
    • Establish requirements and processes for developing new Health Check based predictive algorithms
    • Work with account teams and WW major customers to bring new value to end users and increased efficiency to our Call to Resolution teams

Minimum Requirements:

  • Bachelor of Science in Engineering or related field
  • 3-5 years of related experience
  • Excellent project management and communication skills

Preferred Experience and Skills:

  • General knowledge of Lexmark's Managed Print Services
  • General knowledge of service delivery processes and systems (Technical Support call center, CRM)
  • Proficiency in using visualization tools such as Tableau, Power BI and / or Business Objects

Job ID:

138092