Site Operations Specialist - Raleigh, NC

About the Company

For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today’s global, distributed workforce. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients.

About the Role

The Site Operations Specialist is a full-time, remote position supporting a major customer’s day-to-day asset management and detailed reporting needs according to the Statement of Work (SOW). This role works closely with customer contacts, contributes to overall operations support and efficiency, and leads efforts to consistently meet all Service Level Agreements (SLA) as defined in the SOW. Responsibilities include managing the delivery of contracted services to ensure SLAs and KPIs are met or exceeded, overseeing the Customer P&L, contract amendments, and executing Customer Governance. The role also involves building and maintaining strong client relationships, providing day-to-day advice and support on install base accuracy, hardware orders, device change management, issue resolution, client training, consumables forecasts, and vendor management.

Responsibilities

• Create and implement specific operations practices, including monitoring and recording asset service levels and Case tickets.
• Monitor and record consumables service levels attainments.
• Run and update all pertinent asset detail/register reports and other required reports.
• Review asset detail/register reports for accuracy and update as appropriate.
• Serve as the primary point of contact and relationship manager for the customer on specific areas of concern.
• Develop continual process improvements within the Managed Services structure.
• Work closely with Operations, Customers, and Project Teams during implementation and deployment of print technology and support services, including inventory collection, IMAC tracking, and consumables management while monitoring adherence to all SLAs.
• Attend weekly/monthly status and team meetings, providing timely and accurate updates on report status, SLA attainments and misses, and opportunities for improvements.
• Assist with the yearly review of the Policy and Procedure Manual.
• Participate in and support cross-training efforts.
• Provide reporting metrics and tracking data as required to fulfill SLAs.
• Implement processes for managing core business activities such as consumable and asset management, asset tracking, and service support.
• Work with the Operations team to document and analyze current practices and workflow to define/determine Customer operations requirements.
• Recommend and implement operations techniques to improve productivity, increase efficiencies, cut costs, and maintain state-of-the-art practices.
• Maintain a strong relationship with the customer.
• Assume other special activities, responsibilities, and special projects as required.

Requirements

• Experience with Excel-based report creation and updating.
• A minimum of five (5) years of customer service experience, preferably in computer/printer and asset management and maintenance support.
• Significant experience interacting with customers, including executives.
• Experience with the delivery of operations through the use of technology solutions.
• Experience in documenting and uploading current and future reports to storage clouds.
• Strong focus on the customer and the operational aspects of the business.
• Sound administrative skills.
• Well-developed management skills, principles, and people.
• Strong analytical and database skills.
• Significant Microsoft Excel skills.

Qualifications

• 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 and flexible.
• Excellent communication skills, both written and verbal.

Education

Associate’s degree or 4-6 years of relevant experience.