Site Operations Manager

This role is based in Minneapolis, MN and is a hybrid position that supports the customers’ day-to-day printer fleet needs. This position works closely with customer’s end user community and Lexmark resources to execute upon customer expectations. All candidates must be based within a commutable distance to Minneapolis.

The Site Operations Manager is the customer’s first point of contact for all Lexmark inquiries or escalations. This role is NOT a People Manager role, but a Process driven role.

A SOM works closely with the Lexmark Operations management team and Lexmark customers to support the day-to-day activities and support needs of customers.

ROLES AND RESPONSIBILITIES:

This role specifically encompasses the following duties:

• Manage Client Services relationship and escalate issues as needed.
• Manage device Installs, Moves, Adds, Changes (IMAC) and ensure accurate documentation.
• Coordinate printer installs and manage configurations on devices in customer’s Minneapolis offices.
• Interface with Technical Operations to resolve issues.
• Device inventory collection and analysis – identify current assets at each customer location.
• Place manual orders for supplies as needed or as desired by customer.
• Monitor inventory of printers, scanners, ports and supplies and work with customer to keep devices reporting in through Lexmark remote tools.
• Monitor device utilization within customer environment.
• Work closely with customer for moves and remodels and make recommendations based on printer utilization and optimization.
• Provide required documentation and information for monthly operations reports and customer invoicing.
• Conduct Train the Trainer and End User Training as necessary.
• Manage cartridge recycling program.
• Maintain end-user relationship to assure high level of customer satisfaction.
• This role is NOT a People Manager role, but a Process driven role.

PERSONAL CHARACTERISTICS:

• Must possess high customer service skills.
• Individual must demonstrate clear business maturity, in appearance, focus, poise and alertness.
• Self-motivated and comfortable working alone within a customer environment dealing day to day with customer end users.
• Comfortable working with limited direct supervision.
• Outgoing individual and well organized.
• Demonstrated ability to perform in a highly multi-tasking environment.
• Capable of moving equipment weighing up to 60 pounds with assistance from other team members when needed.

COMMUNICATION SKILLS:

• Demonstrated ability to effectively communicate complex ideas in straightforward, concise fashion in both verbal and written format.

TEAM BUILDING:

• Able to work effectively and cooperatively with customers, remote team members and managers.
• Demonstrated understanding of the diversity of individuals they will work with and how they resolve conflict created by individual differences.

PROBLEM SOLVING:

• Experience in interfacing with Customers and resolving customer problems.
• Demonstrated ability to a systematic approach to problem solving through analysis of the problem and evaluation of alternative solutions.
• Ability to analyze data sets to provide reporting or analyze issues and opportunities.

EDUCATION & TRAINING:

• 2-5 years of Operations/ Supervisory experience.
• Associates degree or equivalent experience preferred.
• Working knowledge of printer hardware, maintenance, network management, and output analysis is preferred.
• Advanced MS Excel Skills (Vlookup / Pivots / Formulas).
• Demonstrated ability to keep abreast of technology associated with computer and print environments.

How to Apply ?

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