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Site Operations Manager in Columbus, GA at Revolution Technologies

Date Posted: 7/26/2018

Job Snapshot

Job Description

Position is on site with client and located in Columbus GA. This position will require print industry knowledge, a high level of Excel proficiency and client facing customer operations experience. 


●  Responsible for interfacing with customers. Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests are handled appropriately and in a timely manner. This position has authority to substantially affect the relationship between the company and a customer, either from a financial standpoint or product standpoint.

●  Device & Maintenance Performance Reporting

o  Work with service provider to develop fleet performance reports on critical hardware errors.

●  Identify poorly performing devices and report to customer on a daily basis within parameters defined.

●  Develop trend analysis reports of the monitored devices to be utilized in ongoing reviews with the customer.

●  Identify top errors with associated device models to be utilized in ongoing reviews with the customer.

o  Work with service provider to develop and maintain break-fix performance metrics.

o  Identify and report on devices above and below recommended monthly duty cycles to be utilized in ongoing reviews with the customer.

o  Work with service provider to develop ad-hoc device performance reports as requested by the customer.

●  Proactive Service

o  Work with service provider to ensure they monitor the need for maintenance kits daily and initiate a service request to replace maintenance kits.

o  Assist service provider to view details of events and remotely interact with devices using the device web page or remote operator panel to assist with help desk troubleshooting and Output Device problem resolution.

o  Work with service provider to ensure they identify poorly performing devices weekly and initiate service request for resolution.

o  Work with service provider to ensure they are proactively monitoring and managing the fleet by creating an automated event when an Output Device displays specific alerts/errors.

●  Maintenance (break-fix) Service Support

o  Work with designated service provider to drive service calls to closure in a timely manner.

o  Work with service provider to ensure tracking and reporting on aged service call delay contributors is done and follow up action is taken to resolve top contributors.

o  Coordinate with CLIENT resources on reporting and resolving any parts delays.

o  Coordinate with CLIENT resources to engage Field Service Engineering and other teams to assist in device repairs.

o  Track and manage action items to drive improved service delivery.

o  Serve as point of escalation for customer to resolve any issues related to service delivery.

●  System Asset Tracking, Management, Reporting, and Billing

o  Conduct and help coordinate MADC/IMAC activity.

●  Manage assets in ARMS: Missing Meter Reads, Moves, Adds, Swaps, Billing Details and Standard Reports to ensure timely, accurate invoices.

●  Missing meter reads, and MADC activity updated on a daily basis.

●  Generate and review change detection, meter read exception and change management reports on a daily basis.

●  Support the PMO/Installer in the implementation and deployment of new print technology, support services, and ARMS upload.

●  Create and Manage the CHL (Customer Hierarchy Level or Reporting Structure) with the client.

●  Manage to the on-going Acceptance/Schedule Document Process and Procedures.

●  Facilitate signature of the Acceptance Document or Asset Schedule with the customer.

o  Allocate charges (set up cost centers) in ARMS as defined by customer.

o  Maintain a 98% Meter Read Capture Rate.

o  Track equipment inventory & non-network connected device usage as necessary.

●  Accounts Receivable Management

o  Work with customer to avoid past due payments.

o  Identify past due invoices.

o  Work with customer to acquire payment on past due invoices.

●  Consumables Management

o  Serve as point of contact for customer escalations/needs for consumables.

o  Identify and implement consumable delivery improvements such as centralized/decentralized delivery mechanisms.

o  Assist customer in management of consumable inventories and provide direction for order placement.

o  Establish and maintain the customer set-up requirements and provide customer training for the CLIENT Portal.

o  Investigate any consumable fulfillment issues and escalate as appropriate.

●  Process/Procedure Development & Maintenance

o  Create site operations desktop procedures/manuals.

o  Develop processes or procedures as needed based on customer requirements.

o  Maintain and update process/procedures as needed.

Job Requirements


●  Customer Operations Experience

●  Vertical and Horizontal Written/Oral Communication

●  MS Excel, Office, PowerPoint, Word.

●  Multifunction Device/Printer industry experience – Break/Fix, installation, MADC

●  Project Management

●  Problem Resolution

●  Customer Service Experience.

●  Analytical and Problem Solving.

●  Excellent Interpersonal Skills.

●  NOC or at Service Desk Experience

●  Continuous Improvement Design

●  Siebel/Visio/Boxi


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