Site Operations/Printers

Designeers Midwest; BLOOMINGTON (MN); On-site; USD 65,000 - 80,000; Full time

Job summary

Designeers Midwest is seeking an Intermediate Site Operations professional in Bloomington, Minnesota to provide operations support for a Managed Services contract. This role involves managing vendor performance, tracking consumable shipments, and maintaining internal documentation.

The ideal candidate will have strong analytical and multitasking abilities, along with proficiency in MS Excel. Key responsibilities include monitoring device performance and developing reports for ongoing customer reviews.

Qualifications

• Strong analytical skills and multitasking capabilities required.
• Industry knowledge is preferred.

Responsibilities

• Provide operations support for Managed Services contract.
• Manage and monitor third-party vendor performance.
• Order, track, and manage consumables shipments.
• Develop and maintain reports on device performance.

Skills

Analytical skills

Multitasking

MS Excel

Problem-solving

Job description

Job Description

Site Operations - Intermediate

• Provide operations support for a Managed Services contract reporting to the Company’s Customer Operations Manager. Manage and coordinate ad‑hoc projects for the customer and the company, create project schedules, and drive to completion.
• Assign activity to third‑party vendors who execute tasks on behalf of the company and monitor performance.
• Create and maintain internal and customer‑facing documentation as needed.
• Order, track and troubleshoot consumables shipments and manage on‑site inventory levels to meet customer needs; communicate and report on a daily basis.
• Complete asset‑management activities to maintain accurate company fleet database records.
• Coordinate with other team members as required to complete job responsibilities.
• Interface professionally with customer contacts.
• Possess strong analytical skills, be a problem‑solver, have strong MS Excel and communication skills, and the ability to quickly master new IT systems and tools.

Duties

Responsible for interfacing with customers, developing and maintaining positive customer relations, and coordinating with various functions within the company to ensure customer requests are handled appropriately and in a timely manner. This position has authority to substantially affect the relationship between the company and a customer, either from a financial standpoint or product standpoint.

Device & Maintenance Performance Reporting

• Develop fleet performance reports on critical hardware errors.
• Identify poorly performing devices and report to customer on a daily basis within defined parameters.
• Develop trend‑analysis reports of monitored devices for ongoing reviews with the customer.
• Identify top errors with associated device models for ongoing reviews with the customer.
• Develop and maintain break‑fix performance metrics; report on devices above and below recommended monthly duty cycles for ongoing reviews with the customer.
• Develop ad‑hoc device performance reports as requested by the customer.

Proactive Service

• Monitor the need for maintenance kits daily and initiate a service request to replace them.
• Access event details and remotely interact with devices using the device web page or remote operator panel to assist with help‑desk troubleshooting and output‑device problem resolution.
• Identify poorly performing devices weekly and initiate a service request for resolution.
• Proactively monitor and manage the fleet by creating automated events when an output device displays specific alerts/errors.

Device Configuration Monitoring

• Audit devices weekly – collect known networked output‑device information to ensure compliance with specifications.
• Provide daily output device discovery as defined by the THD.

Output Device Specification Management

• Update firmware per THD specifications on a monthly basis.
• Update device configurations per THD specifications on a weekly basis.
• Update device settings per THD specifications on a weekly basis.

Maintenance (break‑fix) Service Support

• Work with the designated service provider to drive service calls to closure in a timely manner.
• Track and report on aged service‑call delay contributors.
• Coordinate with company resources to report and resolve parts delays.
• Coordinate with company resources to engage field‑service engineering and other teams to assist in device repairs.
• Track and manage action items to drive improved service delivery.

System Asset Tracking, Management, Reporting, and Billing

• Conduct and help coordinate MADC/IMAC activity.
• Manage assets in ARMS: missing meter reads, moves, adds, swaps, billing details and standard reports to ensure timely, accurate invoices.
• Update missing meter reads and MADC activity daily.
• Generate and review change detection, meter‑read exception, and change‑management reports daily.
• Support the PMO/Installer in the implementation and deployment of new print technology, support services, and ARMS upload.
• Create and manage the CHL (customer hierarchy level or reporting structure) with the client.
• Manage ongoing acceptance/schedule document process and procedures.
• Facilitate signature of the acceptance document or asset schedule with the customer.
• Allocate charges (set up cost centers) in ARMS as defined by the customer.
• Maintain a 98% meter‑read capture rate.
• Track equipment inventory and non‑network‑connected device usage as necessary.

Process/Procedure Development & Maintenance

• Develop processes or procedures as needed based on customer requirements.
• Maintain and update processes/procedures as needed.

Required Qualifications

• Multitask capabilities required.
• Analytical skills required.
• Industry knowledge preferred.

All your information will be kept confidential according to EEO guidelines.