Site Operations/Printers

Site Operations - Intermediate

1. Provide Operations support for a Managed Services contract reporting to Company's Customer Operations Manager. Manage and coordinate ad-hoc projects for customer and the company's as assigned by management team, create project schedules, and drive to completion.
2. Assign activity to third party vendors who execute tasks on behalf of the company and monitor performance.
3. Create and maintain internal and customer-facing documentation as needed.
4. Order, track and troubleshoot consumables shipments and manage onsite inventory levels to meet customer needs. Customer communication and reporting as required for daily activities.
5. Complete asset management activities as needed to maintain accurate company fleet database records.
6. Coordinate with other team members as required to complete job responsibilities.
7. Interface professionally with Customer contacts.
8. Must possess strong analytical skills, be a problem-solver, have strong MS Excel and communication skills, and the ability to quickly master new IT systems and tools in order to complete required tasks.

Duties:

Responsible for interfacing with customers.Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests are handled appropriately and in a timely manner.This position has authority to substantially affect the relationship between the company and a customer, either from a financial standpoint or product standpoint.

Device & Maintenance Performance Reporting:

--- Develop fleet performance reports on critical hardware errors.

--- Identify poorly performing devices and report to customer on a daily basis within parameters defined.

--- Develop trend analysis reports of the monitored devices to be utilized in ongoing reviews with the customer.

--- Identify top errors with associated device models to be utilized in ongoing reviews with the customer.

--- Develop and maintain break-fix performance metrics.--- Identify and report on devices above and below recommended monthly duty cycles to be utilized in ongoing reviews with the customer.

--- Develop ad-hoc device performance reports as requested by the customer.

Proactive Service:

--- Monitor the need for maintenance kits daily and initiate a service request to replace maintenance kits.

--- View details of events and remotely interact with devices using the device web page or remote operator panel to assist with help desk troubleshooting and Output Device problem resolution.

--- Identify poorly performing devices weekly and initiate service request for resolution.

--- Proactively monitor and manage the fleet by creating an automated event when an Output Device displays specific alerts/errors.

Device Configuration Monitoring:

--- Audit devices weekly - Collect known networked Output Device information to ensure compliance to Specifications.

--- Provide Output Device discovery up to on a daily basis as defined by THD.

Output Device Specification Management:

--- Update firmware per THD Specifications up to on a monthly basis.

--- Update device configurations per THD Specifications up to on a weekly basis.

--- Update device settings per THD Specifications up to on a weekly basis.

Maintenance (break-fix) Service Support:

--- Work with designated service provider to drive service calls to closure in a timely manner.

--- Track and report on aged service call delay contributors.

--- Coordinate with company resources on reporting and resolving any parts delays.

--- Coordinate with company resources to engage Field Service Engineering and other teams to assist in device repairs.

--- Track and manage action items to drive improved service delivery.

System Asset Tracking, Management, Reporting, and Billing:

--- Conduct and help coordinate MADC/IMAC activity.

- Manage assets in ARMS: Missing Meter Reads, Moves, Adds, Swaps, Billing Details and Standard Reports to ensure timely, accurate invoices.

--- Missing meter reads, and MADC activity updated on a daily basis.

--- Generate and review change detection, meter read exception and change management reports on a daily basis.

--- Support the PMO/Installer in the implementation and deployment of new print technology, support services, and ARMS upload.

--- Create and Manage the CHL (Customer Hierarchy Level or Reporting Structure) with the client.

--- Manage to the on-going Acceptance/Schedule Document Process and Procedures.

--- Facilitate signature of the Acceptance Document or Asset Schedule with the customer.

--- Allocate charges (set up cost centers) in ARMS as defined by customer.

--- Maintain a 98% Meter Read Capture Rate.

--- Track equipment inventory & non-network connected device usage as necessary.

Process/Procedure Development & Maintenance:

--- Create site operations desktop procedures/manuals.

--- Develop processes or procedures as needed based on customer requirements.

--- Maintain and update process/procedures as needed.

Required:

--Multitask capabilities required

--Analytical skills required

--Undergraduate degree required

--Industry knowledge preferred

All your information will be kept confidential according to EEO guidelines.