On-Site Print & Operations Lead

Xerox; Grand Rapids (MI); In loco; USD 70.000 - 110.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive compensation

Comprehensive benefits

Retirement plan 401k

Paid holidays and PTO

Flexible work culture

Descrizione del lavoro

Xerox Holdings Corporation in Grand Rapids, MI is seeking an onsite Operations/Services Manager to support the customer’s day-to-day output environment and SLA delivery. You will coordinate with end-users, technicians, and subcontractors to ensure service levels are met and processes run smoothly.

The role demands at least five years in customer service within computer/printer maintenance, strong project management, and excellent communication with executives.

Competenze

• Minimum five years customer service experience in computer/printer maintenance support.
• Experience managing projects with multi-disciplined teams.
• Experience interacting with executives.
• Strong focus on the customer and the operational aspects of the business.
• Strong analytical and database skills, including Excel (filters, pivot tables and VLOOKUP).

Mansioni

• Continually monitoring existing service levels.
• Provide interface between end-users, technical support, and subcontractors to improve/maintain customer satisfaction.
• Act as the primary point of contact for all aspects of the on-site relationship with the customer.
• 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, conduct monthly/quarterly/annual performance reviews as needed.
• Work with Printer Hardware and Software installations and monitoring.
• With Customer Operation Manager, create Implementation Procedures Manual and Escalation Process Procedures.
• Conduct Train-the-Trainer and End User training as required and necessary within bandwidth.
• Provide reporting metrics and tracking data as required to fulfill SLA’s.
• Develop and document implementation plan for each additional phase of business
• 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.
• Create and deploy software packages and firmware to printer fleet
• Ability to develop and strengthen relationship with Customer
• Assumes other special activities, responsibilities, and special projects as determined

Conoscenze

Customer service

Project management

Executive communication

Technology solutions

Business process documentation

Analytical skills

Excel

Network basics

Printer maintenance

Stakeholder management

Strumenti

SNMP

IP protocols

Network management

Software drivers

Descrizione del lavoro

Xerox Holdings Corporation in Grand Rapids, MI is seeking an onsite Operations/Services Manager to support the customer’s day-to-day output environment and SLA delivery. You will coordinate with end-users, technicians, and subcontractors to ensure service levels are met and processes run smoothly.

The role demands at least five years in customer service within computer/printer maintenance, strong project management, and excellent communication with executives.