Site Operations Specialist

This Site Operations Specialist role will work on-site daily at customer locations throughout the Tacoma, WA area and may require some overnight travel. All candidates must have access to transportation and a valid driver’s license. A SOS supports the customer’s day-to-day output environment needs and works closely with customer contacts, customer’s end user community, as well as the Lexmark International resources to fulfill Service Level Agreements (SLA’s).

ROLES AND RESPONSIBILITIES:

• Work to create and implement specific operations practices including:
• Continually monitoring existing service levels.
• Provide interface between end-users, technical support, and subcontractors to improve/maintain customer satisfaction.
• Act as the primary point of contact for all aspects of the on-site relationship with the customer.
• Develop continual process improvements within Managed Services structure.
• Work closely with Operations and Project Team’s during and post implementation and deployment of print technology and support services, including inventory collection and management, MADC tracking, and consumables management while monitoring adherence to all SLA’s.
• Facilitate weekly & monthly status meeting, providing timely and accurate update on project status, conduct monthly/quarterly/annual performance reviews as needed.
• Assist Customer Operation Manager, create Implementation Procedures Manual and Escalation Process Procedures.
• Deliver Train-the-Trainer and End User training as required and necessary within bandwidth.
• Provide reporting metrics and tracking data as required to fulfill SLA’s.
• Develop and implement processes for managing core business activities i.e. consumable and asset management, asset tracking and technical support.
• Develop and document implementation plan for each additional phase of business (activities like ad hoc new device installs, PCM contact updates within Lexmark system, etc.).
• Follow-through on mission critical activities identified by Operations team
• Work with Operations team to document and analyze current practices and workflow to define/determine Customer operations requirements.
• Recommends and implements operations techniques to improve productivity, increase efficiencies, cut costs, take advantage of opportunities, and maintain state-of-the-art practices in all aspects of the operations.

ADDITIONAL RESPONSIBILITIES:

• Ability to develop and strengthen relationship with customer.
• Assumes other special activities, responsibilities, and special projects as agreed upon.

EXPERIENCE AND BACKGROUND:

• Experience with managing projects with multi-disciplined team members.
• 2-5 years customer service experience in computer/printer maintenance support.
• Significant experience interacting with customers, including executives.
• Experience with the delivery of operations through the use of technology solutions.
• Experience in documenting current and future state environment and business processes.
• Strong focus on the customer and the operational aspects of the business.
• Sound administrative skills. Well-developed management skills—principles and people.
• Strong analytical and database skills.
• Technical skills to include software driver implementation, network management, IP protocol, and basic network protocols such as SNMP.

PERSONAL CHARACTERISTICS:

• Must be able to lift 60 pounds associated with parts and equipment inventory and move activities.
• All candidates must have reliable transportation and a valid driver’s license.
• High energy level, comfortable performing multifaceted projects in conjunction with normal activities.
• Strong customer focus & self-motivated and comfortable working independently in a customer environment.
• Strong analytical and reasoning abilities. Able to develop business processes after evaluating multiple solutions.
• Ability to problem-solve and resolve situations independently
• Outgoing and well organized.
• Participative management style—drives team involvement within division and functional support organizations.
• Well-developed interpersonal skills. Ability to get along well with diverse personalities—mature—flexible.
• Excellent communication skills, written and verbal.

ORGANIZATIONAL RELATIONSHIPS:

• Reports into Customer Operations Manager.

EDUCATION:

• Associate degree or 4-6 years of relevant experience.

The salary for this position ranges from $65,000 to $75,000. This range is determined by various factors, including but not limited to the candidate's experience level, education, skills, location, prevailing market rates, and our internal equity considerations.

How to Apply ?

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We are proudly an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based on race, color, religion, gender, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression.

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