Technical Service Operations Manager

Roles and Responsibilities

• Responsible for all first level customer escalations - must be able to respond to and manage through resolution.
• Manage all printer issues internally and externally (incl. Service calls, installations, etc.) and escalation issues as needed.
• Manage Client Services relationship and escalate issues as needed.
• Manage Configurations of Printers, Printer Software, Cloud Fleet Manager, Print Release Settings, and related services.
• Create Change Requests for System upgrades.
• Install firmware and Configuration files onto the fleet of printers.
• Interface with Technical Operations to resolve issues.
• Interface with Technicians to assist with contacts and software loads.
• Cover all new printer installs.
• Provide all necessary documentation and information to Manager as needed.
• Device inventory collection and analysis - identify current assets at each customer location.
• Place manual orders for supplies as needed or as desired by customer.
• Monitor inventory of printers, scanners, ports and supplies and work with customer to keep devices reporting in through Xerox remote tools.
• Monitor device utilization within customer environment.
• Management of device Installs, Moves, Adds and Changes (IMAC).
• Work closely with customer for moves and remodels and make recommendations based on printer utilization and optimization.
• Conduct Train the Trainer and End User Training as necessary.
• Manage cartridge recycling program.
• Maintain end-user relationship to assure high level of customer satisfaction.

Personal Characteristics

• Must possess high customer service skills.
• Individual must demonstrate clear business maturity, in appearance, focus, poise and alertness.
• Self-motivated and comfortable working alone within a customer environment dealing day to day with customer end users.
• Comfortable working with limited direct supervision.
• Outgoing individual and well organized.
• Demonstrated ability to perform in a highly multi-tasking environment.
• Capable of moving equipment weighing up to 60 pounds.

Communication Skills

• Demonstrated ability to effectively communicate complex ideas in straightforward, concise fashion in both verbal and written format.

Team Building

• Able to work effectively and cooperatively with customers, remote team members and managers.
• Demonstrated understanding of the diversity of individuals they will work with and how they resolve conflict created by individual differences.

Problem Solving

• Experience in interfacing with Customers and resolving customer problems.
• Demonstrated ability to a systematic approach to problem solving through analysis of the problem and evaluation of alternative solutions.
• Ability to analyze data sets to provide reporting or analyze issues and opportunities.

Education & Training

• Associate degree or equivalent experience preferred.
• Working knowledge of printer hardware, maintenance, network management, and output analysis.
• Advanced MS Excel Skills (Vlookup / Pivots / Formulas).
• Demonstrated ability to keep abreast of technology associated with computer and print environments.