Xerox

Overview:

The Site Operations Specialist is a Full-Time position and works remote, supporting a major customer’s day-to-day asset management and detailed and specific reporting needs according to SOW (Statement of Work).  Works closely with customer contacts, contributes to over-all operations support and efficiency, and leads efforts to consistently meet all Service Level Agreements (SLA) according to SOW (Statement of Work).

Responsible for all aspects of the operations of a managed services contract.  Manages the delivery of contracted services to clients to ensure that SLAs (service level agreements) and KPI (key performance indicators) as defined in the relevant contracts are met or exceeded.  Manage the Customer P&L, contract amendments, identify and deliver continuous improvement ideas and execute Customer Governance.  Ensures that operational teams and subcontractors have a clear understanding of client requirements . Builds and maintains strong client relationships at all levels and provides day-to-day client advice and support such as install base accuracy, hardware orders, device change management, issue resolution, client training needs, consumables forecasts, client on-hand inventories, toner reconciliation, consumables escalations, vendor management, normal business as usual activities to ensure customer satisfaction.

CORE ROLES AND RESPONSIBILITIES:

• Work to help create and implement specific operations practices including:
• Continually monitoring and recording asset service levels attainments and Case tickets.
• Continually monitoring and recording consumables service levels attainments.
• Run and update all pertinent asset detail/register reports and other required reports.
• Review all pertinent asset detail/register reports for accuracy and update as appropriate.
• Primary point of contact and relationship with the customer for specific areas of concern.
• Develop continual process improvements within Managed Services structure.

• Work closely with Operations, Customers, and Project Team’s during implementation and deployment of print technology and support services, including inventory collection and management, IMAC tracking, and consumables management while monitoring adherence to all SLA’s.
• Attend weekly/monthly status and teams meetings, providing timely and accurate updates on reports status, SLA attainments and misses, and opportunities for improvements.
• Assist with yearly review of Policy and Procedure Manual.
• Participate and support cross-training efforts.
• Provide reporting metrics and tracking data as required to fulfill SLA’s.
• Implement processes for managing core business activities i.e. consumable and asset management, asset tracking, and service support.
• 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.

ADDITIONAL RESPONSIBILITIES:

• Maintaining strong relationship with Customer.
• Assumes other special activities, responsibilities, and special projects as required.

EXPERIENCE AND BACKGROUND:

• Experience with excel based reports creations and updating. 
• A minimum of five (5) years customer service experience, preferably in computer/printer and asset management and maintenance support.
• Significant experience interacting with customers, including executives.
• Experience with the delivery of operations through the use of technology solutions
• Experience in documenting and uploading current and future reports to storage clouds.
• 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. Significant Microsoft Excel skills a plus.

• 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.