Site Operations Manager and Service Technician

This role works onsite supporting the customer's day-to-day output environment needs. Additionally, you will be working closely with customer contacts, customer's end user community, and Lexmark Global Services resources to fulfill Service Level Agreements (SLAs).

ROLES AND RESPONSIBILITIES:

• Primary responsibility is to respond to Service tickets, diagnose root cause and repair all models onsite
• Also, work to create and implement specific operations practices including:
  • Continually monitoring existing service levels
  • Provide interface between end-users, technical support, and subcontractors to improve/maintain customer satisfaction
  • Be the primary point of contact for all aspects of the onsite relationship with the customer
  • Develop continual process improvements within Managed Services structure
• Work closely with Operations and Project Team's during device deployments and support services, including inventory collection and management, IMAC tracking, and consumables management while adhering to all SLAs
• Facilitate weekly/monthly status meetings, providing timely and accurate update on project status
• Conduct Train-the-Trainer and End User training as required and necessary
• 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 (activities like adhoc new device installs, PCM contact updates within Lexmark system, etc)
• Follow-through on mission critical activities identified by Operations team
• 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.
• Assumes other special activities, responsibilities, and special projects as agreed upon

EXPERIENCE AND BACKGROUND:

* Security +

* DoD Secret/Confidential Clearance Eligibility (Revised Federal Investigative Standards (FIS) Tier 3 (T3)) Facilitate software and firmware releases

* Experience with managing projects with multi-disciplined team members

* A minimum of five (5) years customer service experience including printer repair support

* Business degree or 4-6 years of relevant experience

* Significant experience interacting with customers, including executives

* Sound administrative skills. Well-developed management skills-principles and people.

* Strong analytical and database skills (Excel, Word, etc.)

* Technical skills to include printer repair, software driver implementation, network management, IP protocol, and

basic network protocols such as SNMP

* Other duties as required

PERSONAL CHARACTERISTICS:

* High energy level, comfortable performing multifaceted projects simultaneously with normal activities

* 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 RELATIONSHIP: Reports into the Customer Operations Manager

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How to Apply ?

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