Site Operations Manager

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

The salary range above represents the low and high end in the local currency of Xerox's salary range for this position and is reflected in an annualized amount.Actual salaries will vary based onfactorsincluding, but not limited to, geographic location, market competition, and/or the successful applicant's education, experience,knowledge, skills,and abilities. The range listed is just one component of Xerox's total compensation package for employees.Employees are also afforded acomprehensive suite of benefits, to view those details please visit Xerox Careers for your applicable country.If you are not reviewing this job posting on Xerox Careers , we cannot guarantee the validity of this posting. For a list of our current internal postings, please visit Xerox Careers .

Description & Requirements

About Xerox Holdings Corporation
For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client‑centric and digitally‑driven technology solutions and meet the needs of today's global, distributed workforce. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients. At Xerox, we make work, work.Learn more about us at www.xerox.com .

Overview:

This is a ONSITE, position in Grand Rapids, MI working on a customer site location.

You will be supporting the customer's day-to-day output environment needs. Works closely with customer contacts, customer's end user community, and Xerox - Lexmark resources to fulfill Service Level Agreements (SLA's).

Responsibilities:

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
• 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 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 ad hoc 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.
• 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

Experience and background:

• Experience with managing projects with multi-disciplined team members
• A minimum of five (5) years 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. Well-developed management skills-principles and people.
• Strong analytical and database skills, including Excel (filters, pivot tables and VLOOKUP)
• Technical skills to include software driver implementation, network management, IP protocol, and basic network protocols such as SNMP

What We Offer:

• Competitive compensation (hourly compensation and applicable overtime).
• Comprehensive benefits offerings (including medical, dental, vision, and life insurance).
• Paid holidays, personal choice days and paid time off.
• A culture that offers flexibility and a healthy work-life balance.