Onsite Operations Manager - Print Tech & Customer Success

Xerox Corporation; Grand Rapids (MI); On-site; USD 34,000 - 55,000; Full time

Benefits offered by this job

Competitive pay

Benefits package

Paid time off

Job summary

Xerox Corporation in Grand Rapids, MI is seeking an onsite Service Operations Specialist to support the customer’s day-to-day output environment needs and manage SLA-driven activities. You will coordinate with end users, Xerox-Lexmark resources, and the customer to improve service levels, document processes, and implement improvements across hardware, software, and reporting.

This role requires strong customer focus, analytical skills, and collaboration with Operations teams to ensure reliable

Qualifications

• 5+ years of customer service experience 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 and people management.
• Proficient with Excel (filters, pivot tables, VLOOKUP).
• Knowledge of software drivers, IP protocols, and basic network concepts.

Responsibilities

• Monitor and maintain current service levels and SLA performance.
• Serve as the primary point of contact for the on-site relationship with the customer.
• Develop and implement process improvements within Managed Services.
• Coordinate with Operations and Project teams during deployments of print technology and support services.
• Provide reporting metrics and tracking data to fulfill SLAs.
• Assist with asset and consumables management and inventory control.
• Document implementation plans and escalation procedures for new phases.

Skills

Customer service

Project management

Client communication

Excel (Pivot Tables, VLOOKUP)

Technical troubleshooting

Tools

Printer drivers

SNMP

IP protocols

Network management

Job description

Xerox Corporation in Grand Rapids, MI is seeking an onsite Service Operations Specialist to support the customer’s day-to-day output environment needs and manage SLA-driven activities. You will coordinate with end users, Xerox-Lexmark resources, and the customer to improve service levels, document processes, and implement improvements across hardware, software, and reporting.

This role requires strong customer focus, analytical skills, and collaboration with Operations teams to ensure reliable