Operations Manager - Print Manager

Key Accountabilities

• Act as a conduit to engage wider Xerox support network as required
• Provide a focus for SLA Management and customer satisfaction across the relevant customer base
• Ensure information systems and review structures for SLAs and client satisfaction are in place and effectively used
• Provide consultation, advising clients on how to maximize the performance of their devices
• Respond to enquiries/service call issues and take personal ownership where appropriate / possible
• Escalate issues via appropriate route for next stage of resolution (e.g. Remote Technical Support / Engineer Field Call / Analyst Support / SME Support)
• Manage and maintain the MPS fleet using Xerox tool suits and processes:
• Troubleshoot technical first time fix issues with devices: CRUs (fuser, toners, etc). ERU's (fusers on some devices)
• Manage Fleet MACD activities (Moves, Additions, Changes & Deletions)
• Assist with installations ensuring devices are loaded in Xerox back office systems.
• Consumables ordering, if necessary.
• Co-ordinate/resolve consumable issues between Xerox and customer (if necessary)
• Consumable replenishment - into device (if necessary)
• Monitoring of incident levels and communication with Xerox Service Centre to ensure timely resolution & closure
• Follow All Call Activity
• POD Analysis
• Assistance with/provision of, MI
• Continuous and demonstrable improvement of productivity
• Provide leadership and support for new service innovations
• Attend / participate in Account Team Meetings / Reviews
• Supports Area Service Delivery Manager & Team taking overall ownership of reporting & contract governance in maintaining professional and effective service in meeting client needs
• Ensure management information is reported accurately and submitted on time
• Take lead role in continuous improvement and innovation of service delivery
• Champion team-working and knowledge sharing
• Champion service delivery best practice, reviews & processes in line with Xerox Service Delivery responsibilities (e.g. Health & Safety Reporting and Risk Assessments, Commercial Reviews, Maturity Assessments)
• Knowledge of Xerox Managed Print Service & Tool Suites would be a definite advantage.
• Full clean driving license, car owner.

Key Experience

• High School Diploma / GED / Secondary School GCSE or equivalent
• Previous experience in customer facing service delivery roles
• Ability to negotiate and work with senior client managers
• Familiarity with relevant service offerings
• Proven people management skills
• Ability to convey concepts and ideas effectively to a variety of audiences (e.g. client / internal & external)
• Patient, well presented, discreet.
• Numerate, good written skills.
• Previous experience of working with Xerox or Managed Print an advantage