Site Operations Specialist - Raleigh, NC

Xerox•Raleigh, NC

8h•$60,377 - $80,000•Remote

About The Position

The Site Operations Specialist is a Full-Time position supporting a major customer’s day-to-day asset management and detailed reporting needs according to the Statement of Work (SOW). This role works closely with customer contacts, contributes to overall operations support and efficiency, and leads efforts to consistently meet all Service Level Agreements (SLA) according to the SOW. The specialist is responsible for all aspects of the operations of a managed services contract, managing the delivery of contracted services to clients to ensure that SLAs and Key Performance Indicators (KPIs) as defined in the relevant contracts are met or exceeded. This includes managing the Customer P&L, contract amendments, identifying and delivering continuous improvement ideas, and executing Customer Governance. The role ensures that operational teams and subcontractors have a clear understanding of client requirements. It also involves building and maintaining strong client relationships at all levels and providing 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, and normal business as usual activities to ensure customer satisfaction.

Requirements

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.

Responsibilities

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.
Serve as the primary point of contact and relationship with the customer for specific areas of concern.
Develop continual process improvements within the Managed Services structure.
Work closely with Operations, Customers, and Project Teams 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 SLAs.
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 SLAs.
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.
Recommend and implement 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.
Maintain a strong relationship with the Customer.
Assume other special activities, responsibilities, and special projects as required.