The Site Operations Service Delivery Specialist is a Full-Time position and works remotely serving as a service liaison between a key customer’s service provider and Lexmark Technical Support. This role works closely with service partner contacts and contributes to overall service operations execution and efficiency.

The role is responsible for oversight of the Lexmark obligations as it relates to the repair of the Lexmark devices under the managed print services program. This includes evaluation of service provider execution to effectively repair devices, ensuring service provider is engaging Lexmark Technical Support for assistance, monitoring parts backorders and delivery issues to drive resolution, as well as facilitating regular ongoing meetings and reviews to drive the improvement of the overall service delivery process.

CORE ROLES AND RESPONSIBILITIES:

• Implement and/or execute specific service delivery operations practices including:
  • Continually monitoring and tracking service delivery performance opportunities.
  • Continually monitoring, tracking and reporting parts backorders and delivery issues.
  • Providing daily reports and status of device replacements.
  • Facilitating and coordinating daily service delivery status meetings.
• Work with designated service provider to drive service calls to closure in a timely manner.
• Track and report on aged service call delay contributors.
• Coordinate with Lexmark resources to engage Field Service Engineering and other teams to assist in device repairs.
• Work to identify trends with service issues to involve Lexmark Engineering as appropriate for further analysis and corrective actions.
• Attend weekly/monthly team status meetings, providing timely and accurate updates on reports status, SLA attainments and misses, and opportunities for improvements.
• Update and assist with yearly review of Policies and Procedures Manuals.
• Participate in and support cross-training efforts.
• Implement and execute processes for managing core business activities.
• Work with operations team to document and analyze current practices and workflow to improve customer operations processes.
• 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:

• Maintaining strong relationship with Customer and Service Partner.
• Assumes other special activities, responsibilities, and special projects as required.
• Cross train on other team members’ responsibilities to serve as back-up as necessary for others, which includes, but not limited to, asset management, MPS reporting, and device configuration management.

EXPERIENCE AND BACKGROUND:

• Experience with excel based report creation and updating.
• Experience in navigating asset management system(s). Microsoft Dynamics 365 experience ideal.
• Experience in navigating service management system(s). Microsoft Dynamics 365 experience ideal.
• A minimum of five (5) years customer service experience, preferably in computer/printer asset management and maintenance support.
• Significant experience interacting and/or managing service partners, including upper management.
• Experience in documenting and uploading/updating current and future reports to shared document repositories.
• Strong focus on the customer and the service delivery aspects of the business.
• Sound administrative skills to include well-developed organizational, management, and people skills.
• Strong analytical and coordination skills.
• Significant Microsoft Excel skills a plus.

PERSONAL CHARACTERISTICS:

• Comfortable performing multifaceted asset management and reporting projects in conjunction with normal activities.
• Strong customer focus.
• Self-motivated and comfortable working independently in a remote environment.
• Strong analytical, research, problem solving, and reasoning abilities.
• Outgoing and well organized.
• Well-developed interpersonal skills. Ability to get along well with diverse personalities—mature—flexible.
• Excellent communication skills, written and verbal.

ORGANIZATIONAL RELATIONSHIPS:

• Reports to Customer Operations Manager
• Accountable to Site Operations Lead/Manager
  

EDUCATION:

• Associates degree or 4-6 years of relevant experience
• Microsoft Office Suite training or 3+ years of relevant experience

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