Site Operations Specialist- Alabama
** Preference will be given to candidates located in proximity to the customer who is based in Birmingham Alabama. This position is allowed to primarily work in a home-based office setting with occasional onsite customer visits required.
The Site Operations Specialist is a full-time position and works to preform operational support activities; following up on requests or needs for a key Lexmark customer. This role works closely with Lexmark support personnel and is the key contributor to overall operational excellence in our managed print services program ensuring a high level of customer satisfaction.
The role is responsible for delivery and oversight of Lexmark contractual obligations as it relates to the managed print services program. This includes accurately managing asset data, maintaining customer contact information for effective delivery of services, facilitating installation services, resolving issues with devices not visible on customer network, participating in customer governance reviews, maintaining/updating action item tracker, optimizing operational processes, and resolving customer escalations.
CORE ROLES AND RESPONSIBILITIES:
- System Asset Tracking, Management, Reporting, Billing and Maintenance:
- Conduct and help coordinate MADC/IMAC (Move, Add, Delete, Change/Installation, Move, Add, Change) activity as follows.
- Manage assets in asset management system: Missing Meter Reads, Moves, Adds, Swaps, Billing Details and Standard Reports to ensure timely, accurate invoices.
- Missing meter reads, and MADC activity updated on a weekly basis.
- Generate and review change detection, meter read exception and change management reports on a weekly basis.
- Support the PMO/Installer and customer in the implementation and deployment of new print technology, support services, and asset upload.
- Create and Manage the CHL (Customer Hierarchy Level or Reporting Structure) with the client.
- Manage to the on-going 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 Lexmark systems as defined by customer.
- Maintain a 98% or better Meter Read Capture Rate.
- Track equipment inventory & ensure accurately reflected in the Lexmark asset management system.
- Standard & Proactive Consumable Management (PCM) System Maintenance:
- Collect critical asset and consumables contact information and manage those changes in the Lexmark asset management system.
- Monitor the consumables management process for exceptions seeking resolution of orders that have not shipped in compliance with contractual obligation.
- Address and/or escalate any issues with Lexmark-owned software as related to the services performed.
- Support Customer email communication relating to consumables to include maintenance kits by ensuring the Lexmark systems and asset information is set up properly for the automated emails.
- Update consumable contact name and address information on an ongoing basis.
- Identify and implement consumable delivery improvements such as centralized/decentralized delivery mechanisms.
- Assist in management of consumables inventories and order placement to ensure timely accurate invoices.
- Establish the Customer set-up requirements and training for the Lexmark Services Portal.
- Emergency Consumable Order Execution:
- Order consumables through Lexmark Services Portal on an as needed or emergency basis.
- Ad-hoc Hardware Order Processing
- Monitor ad-hoc device orders and ensure they are processed through the Lexmark Order team.
- Provide oversight of device installation completion.
- Upload completed ad-hoc orders for acceptance generation.
- Process/Procedure Development & Maintenance:
- Create site operations desktop procedures/manuals.
- Develop processes or procedures as needed based on customer & contractual requirements.
- Maintain and update process/procedures as needed.
- Maintenance (break-fix) Service Support
- Provide break-fix support on an exception basis for the greater Birmingham area.
- Assist to schedule & coordinate training for the customer’s service technicians across the 16 state region.
- Coordinate with Lexmark resources to engage Field Service Engineering and other teams to assist in device repairs where customer is not able to successfully repair.
- Track and manage action items to drive improved service delivery.
- Billing detail explanation/resolution
- Provide face to face explanation of billing details with customer as necessary.
- Update asset management system as needed to correct cost centers and customer hierarchy for appropriate customer bill back as necessary.
- Coordinate billing detail corrections with management and appropriate team members.
EXPERIENCE AND BACKGROUND:
- Strong experience with excel based report creation and updating. (Proficient Level Microsoft Excel Skills)
- Experience in navigating asset management system(s). Microsoft Dynamics 365 and Siebel experience ideal.
- Experience in navigating service management system(s). Microsoft Dynamics 365 experience ideal.
- A minimum of five (5) years customer service experience, preferably in computer/printer asset management and maintenance support.
- Significant experience interacting and/or managing service partners, including upper management.
- Experience in documenting and uploading/updating current and future reports to shared document repositories.
- Strong focus on the customer and the service delivery aspects of the business.
- Sound administrative skills to include well-developed organizational, management, and people skills.
- Strong analytical and coordination skills.
- Significant Microsoft Excel skills a plus.
PERSONAL CHARACTERISTICS:
- Comfortable performing multifaceted asset management and reporting projects in conjunction with normal activities.
- Strong customer focus.
- Self-motivated and comfortable working independently in a remote environment.
- Strong analytical, research, problem solving, and reasoning abilities.
- Outgoing and well organized.
- Well-developed interpersonal skills. Ability to get along well with diverse personalities—mature—flexible.
- Excellent communication skills, written and verbal.
ORGANIZATIONAL RELATIONSHIPS:
- Reports to Customer Operations Manager
EDUCATION:
- Associates degree or 4-6 years of relevant experience
- Microsoft Office Suite training or 3+ years of relevant experience
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