Central Site Ops

Client Management Services 

Customer Operations – Central Site Ops (CSO)  

Job Description 

JOB SUMMARY: 

The Central Site Ops is responsible to execute and ensure delivery of implementation and steady state services as defined by the Client Statement of Work (SOW). Is the primary contact point for client contacts, any 3rd party partners and Lexmark resources required to execute the defined services Duties include day to day operations against the core managed services delivery requirements, including escalation management. Also ensure standard reports are provided as required in the SOW. The Central Site Ops is responsible to build a strong working partnership with the client contacts and be seen as a trusted and committed partner. Expected to consistently demonstrate and represent the Lexmark brand according to our mission and guiding principles.  

ROLES AND RESPONSIBILITIES: 

• Responsible for management and execution of a Managed Services Statement of Work for multiple small accounts, some complex  

• Manage all aspects of the day-to-day operations such as install base accuracy, hardware order management, device change management, issue resolution, , toner reconciliation analysis, consumables management, vendor management, normal business as usual activities 

• Maintain and manage an active Client Action Log  

• Ensure required reports are accurate and provided timely according to the SOW and/or Lexmark standards defined. This can include monitoring and reporting on services & maintenance performance metrics to fulfill contractual SLA requirements – utilize escalation when needed. Some instances will require root cause analysis and resolution definition and implementation 

• Responsible to execute exceptional service delivery in such a manner Lexmark experience 100% Client Retention 

• Assures compliance with Lexmark and Customer’s HR, procurement, legal, financial, ethics and government related policies, strategies and processes 

• Perform root cause analysis for defects/issues related to or perceived as caused by Lexmark product, supplies or services  

• Manage / communicate to suppliers and partners in delivery of service as required 

• Perform the following when required 

• Monitor, track and manage recycling of toner cartridges 

• Place and manage orders, replace defective parts, manage returns 

• Confirm, monitor and track equipment and supplies delivery and installation 

• Secure and manage storage area for parts/consumables or other inventory 

• Monitor, review and respond to Help Desk requests for all repair (break-fix services) or Lexmark perceived related incidents as required 

EXPERIENCE AND BACKGROUND: 

IDEAL CANDIDATE will have the following experience: 

• Significant interaction with Customers in an Operations/Service Delivery role; handling issue resolution, general service delivery concerns, escalation management.  

• Client interaction experience with Enterprise level clients such as LOB Managers, IT or Procurement Directors, IT Professionals, Program Managers, etc.  

• 2+ years experience in an operations role  

• Experience with the delivery of operations through the use of technology solutions  

• Demonstrated ability to interact with clients via phone and email  

PREFERRED: 

• Experience applying business management, financial concepts & contracts knowledge to analyze Client needs and deliver services per the SOW 

• Strong analytical/procedural background with demonstrated ability to apply a systematic approach to problem solving  

• Formal certification or past experience as analyst or on-site operations role 

TECHNICAL COMPETENCE: 

• Experience in understanding current and future state business/operations processes 

• Excellent skills in MS Office Suite including, word processing, spreadsheet, and presentation software. MS Visio and MS Access preferred; working knowledge and MS office suite basic skills are required 

• Basic knowledge of software driver implementation, IP protocol schema and basic network protocols 

KEY METRICS:  

• Customer Satisfaction  

• Service Level Attainment 

• Task Complete to Plan 

• Key Process Flow Accuracy 

• Other Operational Metrics identified relevant to the contracted services  

PERSONAL CHARACTERISTICS: 

• Individual must demonstrate a high level of business acumen; ability to get along well with diverse personalities—flexible 

• Comfortable performing multifaceted projects in conjunction with normal activities in a demanding, fast-paced work environment; demonstrated ability to execute and manage to standard processes and procedures 

•  “Hands on” style—drives team involvement within division and functional support organizations as needed; ability to build and work within a cross cultural, cross tower team for effective and efficient customer support 

• Strong analytical and reasoning abilities. Mindset that enables solving complex problems in a fast-paced environment while delivering on service promises. Able to develop and adapt business processes after evaluating multiple solutions 

• Demonstrated ability to develop and communicate high impact messages and complex ideas in an effective, concise fashion in both verbal and written format 

• Ability to work effectively with limited supervision and work cooperatively with customers, remote team members and managers 

EDUCATION: 

REQUIRED: 

BA/BS/BBA degree in Business or equivalent experience 

PREFERRED: 

Six Sigma, Lean, TQM or other business process improvement methodology preferred  

Project Management certification preferred 

ITIL / ITSM experience; certification preferred 

KEY DELIVERABLES: 

• Action Log / Plan 

• Weekly / Monthly SLA Reports 

• Weekly / Monthly Analysis Reports  

• Key Process Flows (MADC, Order Mgmt, Manual Meter Read Collection, Escalation Process Procedures, etc.) for each Client 

• Customer Operations Manual