Central Site Operations Specialist

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JOB SUMMARY:

Centralized role that is responsible to manage & execute contracted Managed Services as defined by Customer Statement of Work (SOW). The CSOM works with customer contacts, 3rd party partners and Lexmark resources to execute defined services. Duties include day to day services delivery execution, escalation management, generating reports. Accountable to support implementation activities and post implementation services to meet Customer and Lexmark targets. Expected to consistently demonstrate and represent Lexmark brand according to our mission and guiding principles.

ROLES AND RESPONSIBILITIES:

Responsible for management and execution of a contracted Managed Services as defined by Customer Statement of Work for one or more accounts, some complex
Manage all aspects of the day-to-day operations such as install base accuracy, device change management, issue resolution, consumables management, ad hoc reporting, normal business as usual activities
Ensure all Customer communication is clear, relevant, timely and appropriate according to Lexmark’s values and guiding principles
Maintain and manage an active Customer Action Log

Ensure required reports are accurate and provided timely according to the SOW and/or Lexmark standards defined. This can include monitoring and reporting on services & maintenance performance metrics to fulfill contractual SLA requirements – utilize escalation when needed. Some instances will require root cause analysis and resolution definition and implementation
Responsible to execute exceptional service delivery in such a manner Lexmark experience 100% Customer Retention
Assures compliance with Lexmark and Customer’s HR, procurement, legal, financial, ethics and government related policies, strategies and processes
Perform root cause analysis for defects/issues related to or perceived as caused by Lexmark product, supplies or services when required
Manage / communicate to suppliers and partners in delivery of service as required

Work with local management and Global Process owner teams to identify process gaps, opportunities and support models needed to enhance or improve customer support
Perform the following when required

Monitor, track and manage recycling of toner cartridges
Place and manage orders, replace defective parts, manage returns
Confirm, monitor and track equipment and supplies delivery and installation

Secure and manage storage area for parts/consumables or other inventory
Collect, submit and manage page counts or other meters
Monitor, review and respond to Help Desk requests for all repair (break-fix services) or Lexmark perceived related incidents as required
Customer training

EXPERIENCE AND BACKGROUND:

IDEAL CANDIDATE will have the following experience:

Significant interaction with Customers in an Operations/Service Delivery role; handling issue resolution, general service delivery concerns, escalation management
Customer interaction experience with Enterprise level clients such as Line of Business (LOB) Managers, IT or Procurement Directors, IT Professionals, Program Managers, etc.

2+ years experience in an operations role
Experience with the delivery of operations through the use of technology solutions
Demonstrated ability to interact with customers via phone and email

PREFERRED:

Experience applying business management, financial concepts & contracts knowledge to analyze Customer needs and deliver services per the SOW
Strong analytical/procedural background with demonstrated ability to apply a systematic approach to problem solving
Formal certification or past experience as analyst or on-site operations role

TECHNICAL COMPETENCE:

Experience in understanding and documenting current and future state business/operations processes
Project management skills; prefer working knowledge of Microsoft Project
Excellent skills in MS Office Suite including, word processing, spreadsheet, and presentation software. MS Visio and MS Access preferred; working knowledge and MS office suite basic skills are required
Basic knowledge of software driver implementation, IP protocol schema and basic network protocols

KEY METRICS:

Customer Satisfaction
Client Renewal Rate
Service Level Attainment
Task Complete to Plan

Key Process Flow Accuracy
Other Operational Metrics identified relevant to the contracted services

PERSONAL CHARACTERISTICS:

Individual must demonstrate a high level of business acumen; ability to get along well with diverse personalities—flexible

Comfortable performing multifaceted projects in conjunction with normal activities in a demanding, fast-paced work environment; demonstrated ability to execute and manage to standard processes and procedures
“Hands on” management style—drives team involvement within division and functional support organizations as needed; ability to build and work within a cross cultural, cross tower team for effective and efficient customer support
Strong analytical and reasoning abilities. Mindset that enables solving complex problems in a fast-paced environment while delivering on service promises. Able to develop and adapt business processes after evaluating multiple solutions
Demonstrated ability to develop and communicate high impact messages and complex ideas in an effective, concise fashion in both verbal and written format
Ability to work effectively with limited supervision and work cooperatively with customers, remote team members and managers

EDUCATION:

REQUIRED:

BA/BS/BBA degree in Business or equivalent experience

PREFERRED:

Six Sigma, Lean, TQM or other business process improvement methodology preferred

Project Management certification preferred

ITIL / ITSM experience; certification preferred

KEY DELIVERABLES:

Action Log / Plan
Weekly / Monthly SLA Reports
Weekly / Monthly Analysis Reports

Key Process Flows (MADC, Order Mgmt, Manual Meter Read Collection, Escalation Process Procedures, etc.) for each Client
Customer Operations Manual

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