Site Operations Manager - Grand Rapids, MI
About The Position
The Site Operations Manager supports the customer’s day-to-day output environment at an onsite customer location in Grand Rapids, Michigan. The role works with customer contacts, end users, and Xerox-Lexmark resources to fulfill service level agreements (SLAs), maintain customer satisfaction, and manage the onsite customer relationship. The position oversees operational practices and processes for managed services, including print technology and support services, inventory and consumables, assets, technical support, installations, reporting, and SLA monitoring. It also coordinates implementation activities and status reviews, documents customer procedures and business processes, provides training as needed, and identifies operational improvements. The role may take on other activities, responsibilities, and special projects as determined.
Requirements
- At least five years of customer service experience in computer or printer maintenance support.
- Experience managing projects with multidisciplinary team members.
- 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 the customer and operational aspects of the business.
- Sound administrative skills and well-developed management skills, including management principles and people management.
- Strong analytical and database skills, including Excel filters, pivot tables, and VLOOKUP.
- Technical skills including software driver implementation, network management, IP protocol, and basic network protocols such as SNMP.
Responsibilities
- Continuously monitor existing service levels and adherence to SLAs.
- Serve as the interface between end users, technical support, and subcontractors to improve or maintain customer satisfaction.
- Act as the primary point of contact for all aspects of the onsite customer relationship.
- Develop continual process improvements within the Managed Services structure.
- Work with Operations and Project teams during implementation and deployment of print technology and support services, including inventory collection and management, MADC tracking, and consumables management.
- Facilitate weekly or monthly status meetings, provide timely and accurate project updates, and conduct monthly, quarterly, or annual performance reviews as needed.
- Work with printer hardware and software installations and monitoring.
- Create an Implementation Procedures Manual and Escalation Process Procedures with the Customer Operation Manager.
- Conduct train-the-trainer and end-user training as required and within available bandwidth.
- Provide reporting metrics and tracking data as required to fulfill SLAs.
- Develop and implement processes for consumable and asset management, asset tracking, and technical support.
- Develop and document implementation plans for each additional phase of business, including ad hoc device installations and PCM contact updates within the Lexmark system.
- Follow through on mission-critical activities identified by the Operations team.
- Work with the Operations team to document and analyze current practices and workflows and determine customer operations requirements.
- Recommend and implement operational techniques to improve productivity and efficiency, reduce costs, take advantage of opportunities, and maintain state-of-the-art practices.
- Create and deploy software packages and firmware to the printer fleet.
- Develop and strengthen the customer relationship.
- Undertake other assigned activities, responsibilities, and special projects.
Benefits
- Medical, dental, vision, and life insurance.
- 401(k) retirement plan.
- Paid holidays, personal choice days, and paid time off.
- Flexibility and a healthy work-life balance.
- Competitive compensation, including hourly compensation and applicable overtime.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
