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Reference Number:
USA_3078
Job Description:
Works Onsite or remote, supporting the customer s day-to-day output environment needs. Works closely with customer contacts, customer s end user community,
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 contractual relationship with the customer
Develop continual process improvements within Managed Services structure
Work closely with Operations Team on 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 project status meeting, providing timely and accurate update on project status, conduct monthly/quarterly/annual performance reviews as needed
Create Implementation Procedures Manual and Escalation Process Procedures
Conduct Train-the-Trainer and End User training as necessary; coordinate support for improved service diagnostics
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
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 required
Experience Level:
5+ Years
Requirements:
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