Business Area: Onboarding to Resolution - Order Management

Key Roles and Responsibilities:

  • Assist Project Manager (PM) in all phases of Implementation Project by driving and managing their own set of tasks and activities without requiring daily guidance and assignments from the PM.
  • PMs are responsible to lead project meetings but DPC’s may be asked to initiate internal or customer-facing conference calls, take meeting minutes, update action items, or other activities in support of the PM.
  • Place orders and monitor orders/shipments to ensure delivery according to project schedule.
  • Track order fulfillment and delivery of hardware using Lexmark systems and carrier websites.
  • Resolve delivery and schedule issues between carriers and customers.
  • Modify planned installation activities in response to changes in delivery schedule.
  • Work with internal supply chain personnel, transportation carriers, disposal partners, and installation partners to coordinate service delivery, gather data, and resolve issues requiring real-time coordination between carrier, customer, and install partner.
  • Manage complex interactions including changes, disruptions and other unplanned events while a technician is on site.
  • Interface with customers and installation partners during installation.
  • Work directly with Supply Chain on shifting installs, etc. based on order/availability issues.
  • Work with customer personnel on gathering data for existing assets, confirm deliveries, and other general assistance as directed by PM.
  • Track (in Excel/Siebel) detailed order-to-invoice & returns data for all equipment shipped/returned/ disposed, as required to invoice customer, manage inventory, and report daily project status.
  • Track consumption of customer P.O.’s and process Lexmark hardware billing, when needed.
  • Proactively support the PM in identifying and reconciling inventory discrepancies.
  • Escalate issues promptly and proactively work with stakeholders to avoid/mitigate future issues.
  • Document all meeting data as appropriate; provide regular status reports to all team members, client, and internal management as directed by the PM.
  • Provide accurate and timely information to management on the performance measurement, quality assurance, and customer satisfaction areas of the project (e.g. delivery timeliness).
  • Manage deployment plan to ensure timely and accurate deployment according to customer approved schedule.
  • Manage high-level MPS accounts as determined by DPC Account Matrix.
  • Assist in training/supporting new PM’s and DPC’s.
  • Provide process mentoring to newly trained PM’s and DPC’s.
  • Provide fist line of support for business process inquiries from both new DPCs and new PM’s.
  • Assist in training/supporting new DPC’s.

Competencies, Skills, Knowledge, and Abilities:

  • Proficiency with Microsoft Office tools: Excel, Word, PowerPoint
  • Strong Excel skills particularly important (writing formulas, pivot tables, data reconciliation)
  • Excellent analytical, data reconciliation and problem solving skills
  • Excellent communication and customer service skills
  • Must be proficient in oral and written language of customer being supported as well as English
  • Detail oriented, self-starter

Education, Experience, and Certifications Basic Requirements:

  • Bachelor’s Degree
  • Experience with Siebel highly desired
  • Familiarity with SAP and Business Objects a plus
  • 2+ years experience preferred in hardware deployments, order management and logistics
  • Familiarity with MS Project
  • Familiarity with Lexmark devices and packaging a plus

You may send your application to