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POSITION: 6369 Site Operations Manager – Dallas, TX
LOCATION: Dallas, TX 75201
JOB TYPE: Contract
CONTRACT DURATION: 12 months
ESTIMATED START DATE: 10/6/14
HOURS: M-F, normal business hours
PAY: Depending on history and experience
The primary focus is to support the day-to-day output environment needs of the customer. The Site Operations Manager (SOM) will work closely with the operations team on the implementation and deployment of print technology and support services. The SOM will support the Customer Operations Manager (COM) in fulfilling position commitments, implement specific operations governance and best practice for each of the accounts. 1. Participate in scheduled Customer Focused Team meetings and provide timely and accurate updates on action items 2. Participate in scheduled weekly meetings with manager a. Review and update all action items b. Follow through on mission critical activities identified by manager 3. Participate in Monthly Operation Reviews with the Customer a. Attend customer reviews, as scheduled by manager, at customer designated locations b. Help in collecting data to support the Monthly Operations package 4. Help coordinate the deployment of hardware devices at customer locations a. Provide installation assistance to the customer install team, should they run into install issues during transition period (could be configuration related, IP address related or Print Release related) b. Able to discern proper path for support c. During Steady State, assist customer for future deployment support and MACD updates 5. Work with Business Operations (BOM) and COM to make sure all assets are updated in asset management system 6. Manage all consumables requirements a. Resolve all consumables issues, including i. Defective consumable or returns ii. Mis-ships, backorder/emergency needs b. Update Consumables Management System templates as required c. Manage emergency/buffer stock in storage or warehouse, if required 7. Continually monitor existing service performance and compliance to Service Level Agreements (SLAs) a. Act as the key contact with Customer’s Help Desk / End Users b. Review daily service report & identify potential issues c. Provide reporting metrics and tracking data as required to fulfill the SLAs d. Track all soft MAC activities (those that can be pushed over the network, e.g. configuration and firmware pushes) e. Provide electronic support to customer for hard MACD requests (updating Asset Management Systems and Consumables Management Systems) f. Update Special Handling Instructions (SHI) g. Manage Help Desk tickets that are assigned to the Fleet Manager 8. Understand the Fleet tools; use them as necessary; and escalate if not reporting 9. Create and update as required, a Site Operations Manual with process documentation for all aspects of the Managed Print contract 10. Update scripts for troubleshooting and provide updated knowledge base articles for Level 1 and 1.5 help desk personnel 11. Follow Incident Management and Problem Management processes as defined in the contract 12. Help manager develop continual process improvements. 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 13. Assist Manager to develop and strengthen relations with all key contacts 14. Assume other special activities, responsibilities and special projects as assigned and required by manager (e.g. End User training as necessary)15. Be a Lexmark ambassador at all times! Qualifications Required: Proficient in Excel & PowerPoint Basic Networking Knowledge Customer Facing (Customer service) Skills Desired: Technical Degree A+ Certification Printer Knowledge Service Industry Knowledge Help Desk Ticket System Knowledge