Site Operations Specialist

The role is responsible for managing all aspects of operations within a managed services contract. This includes ensuring the delivery of contracted services to clients, meeting or exceeding the Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) as defined in the relevant contracts. The role also involves managing the customer's Profit & Loss, making contract amendments, identifying and implementing continuous improvement ideas, and executing customer governance. It is crucial to ensure that operational teams and subcontractors have a clear understanding of client requirements.

The role also requires building and maintaining strong client relationships at all levels, providing day-to-day client advice and support. This type of support can include a range of activities such as ensuring install base accuracy, managing hardware orders, handling device change management, resolving issues, identifying client training needs, forecasting consumables, managing client on-hand inventories, reconciling toner, escalating consumables issues, managing vendors, and carrying out normal business activities to ensure customer satisfaction.

RESPONSIBILITIES:
• Work to help create and implement specific operations practices including:
- Continually monitoring and recording asset service levels attainments and Case tickets.
- Continually monitoring and recording consumables service levels attainments.

- Run and update all pertinent asset detail/register reports and other required reports.

- Review all pertinent asset detail/register reports for accuracy and update as appropriate.
- Primary point of contact and relationship with the customer for specific areas of concern.
- Develop continual process improvements within Managed Services structure.
• Work closely with Operations, Customers, and Project Team’s during implementation and deployment of print technology and support services, including inventory collection and management, IMAC tracking, and consumables management while monitoring adherence to all SLA’s.
• Attend weekly/monthly status and teams meetings, providing timely and accurate updates on reports status, SLA attainments and misses, and opportunities for improvements.
• Assist with yearly review of Policy and Procedure Manual.
• Participate and support cross-training efforts.
• Provide reporting metrics and tracking data as required to fulfill SLA’s.
• Implement processes for managing core business activities i.e. consumable and asset management, asset tracking, and service support.
• Work with Operations team to document and analyze current practices and workflow to define/determine Customer operations requirements.
• Recommends and implements operations techniques to improve productivity, increase efficiencies, cut costs, take advantage of opportunities, and maintain state-of-the-art practices in all aspects of the operations.
• Maintaining strong relationship with Customer.
• Assumes other special activities, responsibilities, and special projects as required.

EXPERIENCE AND BACKGROUND:
• Experience with excel based reports creations and updating. 
• A minimum of five (5) years customer service experience, preferably in computer/printer and asset management and maintenance support.
• Significant experience interacting with customers, including executives.
• Experience with the delivery of operations through the use of technology solutions
• Experience in documenting and uploading current and future reports to storage clouds.
• Strong focus on the customer and the operational aspects of the business.
• Sound administrative skills. Well-developed management skills, principles, and people.
• Strong analytical and database skills. Significant Microsoft Excel skills a plus.
PERSONAL CHARACTERISTICS:
• Comfortable performing multifaceted asset management and reporting projects in conjunction with normal activities.
• Strong customer focus.
• Self-motivated and comfortable working independently in a remote environment.
• Strong analytical, research, problem solving, and reasoning abilities.
• Outgoing and well organized.
• Well-developed interpersonal skills. Ability to get along well with diverse personalities—mature—flexible.
• Excellent communication skills, written and verbal.
EDUCATION:
• Associates degree or 4-6 years of relevant experience

ORGANIZATIONAL RELATIONSHIPS:
• Reports to Customer Operations Manager

#LI-JR1

#LI-REMOTE

How to Apply ?

Are you 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 here to view Lexmark's Privacy Notice.