Site Operations Manager - Grand Rapids, MI

Xerox; Grand Rapids (MI); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits

401k with company match

Paid holidays and PTO

Flexible work-life balance

Job summary

Xerox is seeking an on-site Service Operations specialist in Grand Rapids, MI. You will support the customer’s day-to-day output environment and coordinate with Xerox-Lexmark resources to meet SLA commitments.

You will monitor service levels, act as the primary on-site contact, and drive continuous process improvements within the Managed Services framework, ensuring effective collaboration with operations and project teams.

Qualifications

• Experience managing projects with multi-disciplined teams.
• Minimum five years of customer service experience in computer/printer maintenance support.
• Significant experience interacting with customers, including executives.
• Experience delivering operations through technology solutions.
• Experience documenting current and future state environments and business processes.
• Strong focus on customer and operational excellence.
• Analytical and database skills including Excel (filters, pivot tables, VLOOKUP).
• Technical skills: software driver implementation, network management, IP protocols.

Responsibilities

• Monitor and improve existing service levels on site.
• Serve as primary on-site point of contact between end-users, technical teams and subcontractors.
• Collaborate with Operations and Project teams during deployment of print technology and support services.
• Develop and implement process improvements within Managed Services.
• Provide reporting metrics and SLA adherence updates.
• Document implementation procedures and escalation processes.
• Support training for users as needed and track performance metrics.

Skills

Project management

Customer service

Analytical skills

Excel (Pivot Tables, VLOOKUP)

Tools

SNMP

Network management

IP protocol

Job description

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.

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).
• Retirement plan - 401k.
• Paid holidays, personal choice days and paid time off.
• A culture that offers flexibility and a healthy work-life balance.