Site Operations Manager- Washington Job at Lexmark International, Inc.
JOB SUMMARY: Works Onsite, supporting the customer’s day-to-day output environment needs. Works closely with customer contacts, customer’s end user community, and Lexmark Global Services resources to fulfill Service Level Agreements (SLA’s).
**Due to client requirements the COVID vaccine and updated flu shots are required- please be prepared to provide documentation if applying to this role.
**This position is onsite in Pierce County, WA.
ROLES AND RESPONSIBILITIES:
ROLES AND RESPONSIBILITIES:
- Work to create and implement specific operations practices including:
- Continually monitoring existing service levels and Remedy tickets
- Provide interface between end-users, technical support, and subcontractors to improve/maintain customer satisfaction
- Primary point of contact and relationship with the customer for specific area
- Collaborate with main customer contacts to develop continual process improvements within Managed Services structure
- Work closely with Operations and Project Team’s during implementation and deployment of print technology and support services, including inventory collection and management, MADC tracking, and consumables management while monitoring adherence to all SLA’s
- Facilitate weekly/monthly status meeting, providing timely and accurate update on project status
- Create Implementation Procedures Manual and Escalation Process Procedures
- Conduct Train-the-Trainer and End User training as necessary; coordinate support for improved service diagnostics
- Provide reporting metrics and tracking data as required to fulfill SLA’s
- Develop and implement processes for managing core business activities i.e. consumable and asset management, asset tracking and technical support
- Develop and document implementation plan for each additional phase of business
- 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.
- Work with Field Service Technicians to prioritize and manage break fix service calls in order to fulfill SLAs
- Monitor and manage ticket queues in both customer and Lexmark systems
ADDITIONAL RESPONSIBILITIES:
- Ability to develop and strengthen relationship with Customer
- Assumes other special activities, responsibilities, and special projects as required
EXPERIENCE AND BACKGROUND:
- Must have strong knowledge and working experience in Excel
- Experience with managing projects with multi-disciplined team members
- A minimum of five (5) years customer service experience, preferably in computer/printer maintenance support
- Significant experience interacting with customers, including executives
- Experience with the delivery of operations through the use of technology solutions
- Experience in documenting current and future state environment and business processes
- 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
- Technical skills to include software driver implementation, network management, IP protocol, and basic network protocols such as SNMP
PERSONAL CHARACTERISTICS:
- High energy level, comfortable performing multifaceted projects in conjunction with normal activities
- Strong customer focus
- Self-motivated and comfortable working independently in a customer environment
- Strong analytical and reasoning abilities. Able to develop business processes after evaluating multiple solutions.
- Strong ability to problem-solve and resolve situations independently
- Outgoing and well organized
- Participative management style—drives team involvement within division and functional support organizations
- Well-developed interpersonal skills. Ability to get along well with diverse personalities—mature—flexible.
- Excellent communication skills, written and verbal.
ORGANIZATIONAL RELATIONSHIPS:
- Reports to Customer Operations Manager
EDUCATION:
- Associates degree or 4-6 years of relevant experience
SALARY RANGE:
- $62,000-$75,000 based on relevant experience and education.
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