Description
Site Operations Managers (SOM) work in a diverse environment where analysing issues and developing solutions are part of the day-to-day responsibility. They are accountable for outstanding customer service to FMC. They work closely with Lexington-based teams (Customer Service Support, Business Operations, Customer Operations, Financial Operations, etc). They are responsible for ensuring accuracy in the following areas, Asset Initialization and Implementation, Asset Relationship Management, Service Action Reduction, Consumable Management and all Invoicing documents. They are also responsible for developing and maintaining end-to-end documentation for the account they are managing.
Pressure of mixed deadlines and attention to multiple ongoing projects makes the responsibilities highly challenging, complex, and demanding. Solutioning problems is not considered laborious, but an enjoyable challenge. Need to be able to identify issues that may not be apparent or process driven. The mind set of customer service and experience is essential and attitude is paramount. Applicant must exhibit high levels of professionalism, initiative and be able to proactively recommend appropriate enhancements.
ROLES AND RESPONSIBILITIES:
Work to create and implement specific operations practices including:
Proactively and continually monitor existing service levels
Provide interface between customer end-users, technical support, and subcontractors to improve/maintain customer satisfaction
Develop continual process improvements within Managed Services structure
Work closely with Operations Team on implementation and deployment of print technology and support services, management of device Moves, Adds, Deletes and Changes (MADC), and consumables management while monitoring adherence to all SLA's
Facilitate weekly project status meeting, providing timely and accurate update on project status
Assist Operations team in analysis for monthly/quarterly/annual performance reviews as needed
Create Implementation and Operational Procedures Manual and Escalation Process Procedures
Verify accuracy of invoices as assigned by the COM prior to submission to the customer.
Works with Business Operations to produce and review fleet status reports with customers and Management
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 fulfil SLA's
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.
Manage consumables program as needed
EXPERIENCE AND BACKGROUND:
Experience with managing projects with multi-disciplined team members
A minimum of five (5) years customer service experience in computer/printer operations 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
Experience in an analytical position such as system admin/business analyst is a plus.
Demonstrated ability to use Microsoft Office Suite (Excel, Word, PowerPoint, Access, Project)
Demonstrated ability to effectively communicate complex ideas in effective, concise fashion in both verbal and written format
Strong focus on the customer and the operational aspects of the business
Sound administrative skills. Well-developed management skills-principles and people.
PERSONAL CHARACTERISTICS:
Strong team player that is known for consistent delivery of quality services.
Responsive and Self-Motivated. Able to organize and manage recurring tasks and responsibilities without customer or managerial involvement. Prioritizes activities effectively and manages time and resources effectively.
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.
Recognizes situations, which require escalation and asks for help in a prompt and timely manner
Educates the customer in an informative and beneficial manner
Self-motivated and comfortable working alone within a customer environment dealing day to day with customer prime contacts and end users
Comfortable working with limited direct supervision
Strong 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.