Site Operations Manager

Responsibilities:
Summary:
This position will be responsible for ensuring operational activities are performed in accordance with regulations, standard operating procedures (SOPs), and internal policies to ensure compliance and quality of services provided by site personnel. The incumbent must have strong leadership skills and the ability to interact with various levels within the organization as well as external customers. The incumbent should also possess good verbal/written communication skills, problem solving and decision-making abilities, organizational skills, attention to detail, and multitasking capabilities.

**Responsibilities**:
The Site Operations Coordinator role is an individual contributor role with both Operational and Technical responsibilities. The Site Operations Coordinator works closely with customer contacts, customer’s end user community, and Lexmark Global Services resources to fulfill Service Level Agreements (SLA’s). This position will work out of the customer's office, supporting their day-to-day output environment needs.

ROLES AND RESPONSIBILITIES:

- Execute on specific operations practices including:

- Continually monitoring existing service levels and Remedy tickets
- Daily point of contact and relationship with the customer for specific area
- Contribute to the continual process improvements within Managed Services structure
- Work closely with Operations and Project Team’s during implementation and deployment of print technology and support services, including inventory collection and management, MADC tracking, and consumables management while monitoring adherence to all SLA’s
- Contribute to weekly and monthly status meeting, provide timely and accurate update on project status,
- Contribute and maintain End-User Implementation Procedures Manual and Escalation Process Procedures
- Conduct Train-the-Trainer and End User training as necessary; coordinate support for improved service diagnostics
- Provide reporting metrics and tracking data as required to fulfill SLA’s
- Work with Operations team to implement processes for managing core business activities i.e. consumable and asset management, asset tracking and technical 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
- Load firmware onto printers on a regular basis
- Ensure that the customer is able to leverage the Lexmark products in their environments, remove technical challenges, and achieve a high level of customer satisfaction around our offerings

ADDITIONAL RESPONSIBILITIES:

- Ability to develop and strengthen relationship with Customer
- Assumes other special activities, responsibilities, and special projects as required

EXPERIENCE AND BACKGROUND:

- A minimum of five (5) years customer service experience, preferably in computer/printer maintenance support and services
- Experience with coordinating projects with multi-disciplined team members
- Significant experience interacting with customers, including supervisors
- Experience with the delivery of operations through the use of technology solutions
- Experience in process documentation
- Strong focus on the customer and the operational aspects of the business
- Advanced knowledge of Excel
- Well-developed self-management skills, principles and people
- Strong analytical and database skills
- Competencies in developing business processes after evaluating multiple solutions
- Prefer familiarity with technical skills including software driver implementation, network management, IP protocol, and basic network protocols such as SNMP
- Experience with print queue creation, remote installation, and management on operating systems including tools for scripting and automating tasks

ORGANIZATIONAL RELATIONSHIPS:

- Reports to Customer Operations Manager

EDUCATION:

- Associates degree or 4-6 years of relevant experience
- Job posting can be offered in French translation upon request.