Business Area: Onboarding to Resolution - Order Management

Job Summary:

As a member of Lexmark’s Managed Print Services (MPS) organization, the Deployment Project Coordinator (DPC) will work as a member of a team to deploy printers/MFPs and/or take over management of existing devices for new and existing customers.  Projects could range in size from a few hundred devices to 25,000+.  

The DPC will work with various Lexmark departments including GSCO Hardware Order Management, GSO Asset Management, and GSO Install Management.  Additionally, DPCs will work with external transportation partners.  These engagements are required for the DPC to coordinate hardware orders and track/manage deliveries according to the project schedule.  

The DPC may also interface with customer personnel and installation technicians to coordinate delivery, installation, returns, and disposal activities and to gather site survey data, device data, and installation-related information.  The DPC will own recording and maintaining the data needed to track all devices from shipment through acceptance, for the purposes of inventory reconciliation and to ensure that all installed devices are set up in Lexmark’s asset management system.  With the deployment of MPS Solutions 2.1, global standard processes have been defined to support these activities using Siebel and various templates as reflected on the Customer Program Management Innovate site.

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

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