Technical Site Operations Manager - Atlanta

This Technical Site Operations Manager works onsite or hybrid in Atlanta Georgia supporting day-to-day MPS implementation, deployment, and printer output environment needs. The TSOM works closely with contacts, end user community, and Contractor’s internal resources to successfully support steady state for the MPS program.

The TSOM will also be responsible for proof of concept, pilot activities, installation verification, product set-up and configuration (drivers, print servers, networking, etc.) and for implementing the infrastructure required to support the firmware, security updates and print queue coordination in the environment. The SE will provide support for environment troubleshooting (drivers, print servers, networking, etc.).

Roles and Responsibilities:

• Assisting in coordinating implementation activities with the Project Managers.
• Monitoring help desk tickets and facilitate their resolution as needed.
  • Daily review of Open and Closed Service Ticket reports.
  • Notification of status, as required, to customer designated resource(s).
  • Escalation Management of service cases nearing SLA limits.
  • Daily reviews will also be particular to any open cases for high profile locations and/or 4 HR SLAs locations.
  • Root Cause Analysis will be performed and communicated for any break-fix case (s) which did not meet the required SLA.
  • RCA is expected to provide insights to issues and lead to areas where improvements is needed.
• Providing an interface between end-users and technical support, and Lexmark’s technical personnel to improve/maintain customer satisfaction.

• Acting as the primary point of contact and relationship owner with the customer after steady state.
• Working closely with Lexmark’s operations and service support teams to ensure adherence to all consumable and break/fix SLAs.
• Participating in weekly/monthly status meetings during and after implementation.
• Conducting monthly/quarterly performance reviews as needed.
• Developing and implementing processes for managing core business activities i.e., consumable and asset management, asset tracking and technical support.
• Creating and maintaining Implementation Procedures Manual and Escalation Process Procedures.
• Coordinating support for improved service diagnostics.
• Recommending and implementing 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 MPS program.
• Collaborate with the Contractor’s Operations team to document and analyze current practices and workflow to define/determine the operational requirements.
• Support any print release server settings associated with the service.
• Support print, firmware, and configuration adherence to customer standards.
• Using device monitoring software (Example: MarkVision Enterprise etc.) to ensure device compliance, accurate configuration, firmware updates, and as a resource for remote access to asset review and settings updates.
• Create and maintain print process documentation for dissemination on the customer’s collaboration tools.
• Develop & implement continual process improvements within the MPS program.
• Inventory/asset management.
• MADC & consumables management.
• Facilitate status meetings & project status updates.
• Monitor & manage the predictive service queue for enhanced remote fix & maximum uptime.
• Assume other special activities, responsibilities, and special projects within the scope of TSOM roles and responsibilities as required and defined in writing with customer.

Qualifications:

• BS/BA degree or 4-6 years of relevant experience

• Have strong troubleshooting experience with Microsoft Office 2003/2007 products: Excel, Word, and PowerPoint, MS Project experience a plus.
• Strong task management, problem solving and process management skills.
• Have strong customer centric interpersonal skills and demeanor with the ability to work in a potential high stress/demanding environment.
• Maintain a very positive and helpful attitude with the customer and help resolve any challenge around Lexmark products and services and represent Lexmark in a professional manner with everyone.
• Self-motivated, with the ability to balance business considerations while meeting the customer’s demands and business deadlines.
• Provide timely updates to Lexmark management on projects, new opportunities, and issues. 

• 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.
• Strong ability to problem-solve and resolve situations independently and collaboratively.
• Well-developed interpersonal skills. Ability to get along well with diverse personalities—mature—flexible.
• Excellent communication skills, written and verbal.

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