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Data Scientist - Services Customer Enablement

Lexmark

Lexmark

Customer Service, Data Science
Lexington, KY, USA
Posted on Saturday, April 13, 2024

As a Lexmark Data Scientist you will work as a part of the Services Customer Enablement team. Customer Enablement is responsible for the support web experiences and content to answer technical questions our customers or partners may have related to Lexmark’s products and their usage. Enabling customer and partners to find answers is part of self-service. Doing this when they need, on their device of preference, in their language, enables us to personalize their experience and resolve a pain point on their terms, without having to contact Lexmark.

The Data Scientist will collaborate with various functional teams and stakeholders throughout Lexmark to identify opportunities to leverage company data to drive business solutions. Mine and analyze data from company databases to drive optimization and improvement of service delivery, product development, and business strategies. Provide support to the development and business area communities for Lexmark data sources, data visualization / dashboards and analysis. Investigate how to leverage GenAI tools to provide value for content lifecycle management and or search functionality.

Skills

The skillset to be used in the job are listed below. A strong candidate will have a good foundation in some or all these areas plus the desire to learn the others.

  • Machine Learning, Deep Learning

  • GenAI / LLM familiarity

  • Statistics

  • Programming (likely Python, R, SQL)

  • Data visualization (likely PBI, JMP)

  • Database and data structures familiarity

  • Data querying skills (likely SQL)

  • Communication & organizational skills

Role Requirements:

  • Collaboration with cross functional business areas regarding the research and testing of GenAI tools for support website experience for end users or skilled field technicians.

  • Evaluate the use of GenAI to improve efficiency of Content Authoring team to maintain accuracy and relevance of content on support websites; including leveraging case history from Dynamics (CRM)

  • Manage data tools and visualizations for Service Training. Enabling team to connect training effectiveness to individual performance in field.

  • Work with cross-functional Lexmark team resources to rapidly develop proof of concepts based on business area provided data

  • Blend methodologies from machine learning, applied statistics, and operations research in order to distill complex and disparate data sources into value-added information streams accessible by non-technical staff

  • Create interactive applications and visualizations that empower our workforce to discover advanced analytics without becoming a data scientist

Preferred Qualifications:

  • Bachelor of Science in Physics, Math, Statistics, Economics, Chemistry, Computer Science, Data Science, or related fields or direct related experience

  • Computing programming skills & experience such as Python, R, SQL/noSQL,

  • Demonstrated experience with experimental design, sampling methodology, Bayesian inference, generalized linear models, hierarchical modeling, unsupervised learning (factor analysis/principal components/clustering), shrinkage methods (ridge/lasso), decision trees and deep learning.

  • Experience with Cloud Platforms such as Azure File Storage, Azure Databricks, is a plus.

  • General printer business domain knowledge is a plus.

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