Central Site Operations Specialist

• 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

• 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

• 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

• 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

• 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

• 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

• BA/BS/BBA degree in Business or equivalent experience

• Six Sigma, Lean, TQM or other business process improvement methodology preferred
• Project Management certification preferred
• ITIL / ITSM experience; certification preferred

Lexmark