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6651 MPS Site Operations: Cupertino, CA
2 Applications Submitted for this Position

Job Description

POSITION: 6651 MPS Site Operations: Cupertino, CA
NUMBER OF OPENINGS: 1
LOCATION: Cupertino, CA 95014
JOB TYPE: One year renewable Contract
HOURS: 8-5
COMPENSATION: $22 - $27 per hour
ESTIMATED START DATE: August 2015
SmartSource has a one year renewable contract opportunity for a Managed Print Services Site Operations Specialist (SOS) in Cupertiono, CA. This position provides support to the Lexmark Proactive Consumables, and Lexmark and HP Output Device Maintenance Service Support. The SOS is responsible for interfacing with customer contacts and end users. Develops and maintains positive customer relations and coordinates with various functions with the customer to ensure customer requests are handled appropriately and in a timely manner. This position has authority to affect the relationship between the company and customer, either from a financial standpoint or product standpoint.

• Track and place toner orders for Lexmark and HP Output Devices via vendor portals as required.
• Provide first level triage guidance to end user and customer helpdesk for Lexmark and HP Output Device fleet in customer environment.
o First level triage may include observing and resolving basic product operation errors; paper jam resolution if possible; and toner low/out error resolution.
• Coordinate with Lexmark and HP Technical Services Support organizations to open break/fix service call tickets.
• Work with designated Lexmark/HP service provider to drive Lexmark/HP Output Device service calls to closure in a timely manner.
• View details of events and remotely interact with Lexmark and HP Output Devices using device web page or remote operator panel to assist help desk toner troubleshooting and Output Device problem resolution.
• Assist in the coordination with Lexmark resources to engage Lexmark Field Service Engineering and other Lexmark teams to assist in Lexmark Output Device repairs.
• Assist in the tracking and management of action items to drive improved service delivery.

Lexmark and Asset Tracking
• Coordinate, execute and report HP IMAC activity in customer environment to vendor and update Customer’s Printer Database to reflect the changes.
• Report HP Output Device printer custodian contact management updates to vendor and update Customer’s Printer Database to reflect the changes.
• Assist in the management of Lexmark Output Devices in Lexmark Output Device management systems:
o Missing Meter Reads, Moves, Adds, Swaps, Billing Details and Standard Reports
o Assist to resolve Lexmark Output Device missing meter reads and coordinate MACD activity updates as required.
o Assist to resolve HP Non-reporting devices and report updates to vendor and update Customer’s Printer Database to reflect the changes.
o Assist in the management of the Lexmark CHL (Customer Hierarchy Level or Reporting Structure) and Lexmark Output Device printer custodian contact management with the client.
• Assist in the generation and review change detection, meter read exception and change management Lexmark reports as required.
• Assist in the support of Lexmark partner PMO/Installer in the implementation and deployment of new Lexmark print technology, support services, and Lexmark Output Device uploads.
• Assist in the management of the on-going Lexmark Acceptance/Schedule Document Process and Procedures.
•Criminal background check and drug screen are required for this position.
Interested and qualified candidates should send an updated resume with salary requirements to: [Click Here to Email Your Resumé]

Job Snapshot

Base Pay $22.00 - $27.00 /Hour
Employment Type Full-Time
Job Type Information Technology
Education None
Experience Not Specified
Manages Others Not Specified
Industry Other Great Industries
Required Travel Not Specified
Job ID 11565-1
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6651 MPS Site Operations: Cupertino, CA


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