Onsite Support

Responsible for various aspects of the operational support and customer service defined in a Managed Print Services agreement. The OSS on-site position is responsible for assisting in daily support and monitoring the of printer equipment at the customer's locations. ROLES AND RESPONSIBILITIES: Asset Tracking, Management, Reporting, and Maintenance: Assist in the coordination of MADC/IMAC (Move, Add, Delete, Change/Installation) activity as follows. Manage assets within the asset management system: 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 weekly basis. Create/Manage the device priority levels with the defined Service Level Agreement (SLA). Manage on-going Acceptance/Schedule Document Process and Procedures. Facilitate signature of the Acceptance Document or Asset Schedule with the customer. Maintain a 95% or better Meter Read Capture Rate. Track equipment inventory & ensure data is accurately reflected in the Lexmark asset management system. Proactive Consumable Management (PCM) System Maintenance: Collect critical asset and consumables contact information and manage associated changes in the Lexmark asset management system. Monitor the consumables management process for exceptions seeking resolution of orders that have not shipped in compliance with contractual obligation. Update consumable contact name and address information on an ongoing basis. Assist in management of consumables inventories and order placement to ensure determined levels of onsite inventory. Provide oversight of onsite parts and supplies inventory. Provides regular account updates, to include information on fleet status and performance, to the Site Operations Manager (SOM) and/or Customer Operations Manager (COM).
Onsite Dispatch Support Secondary backup for dispatch position as needed. Monitor customer Help Desk support requests via ServiceNow Ensure that tickets are processed within the defined Service Level Agreement (SLA). Additional Responsibilities: Assumes other special activities, responsibilities, and/or projects as required EXPERIENCE AND BACKGROUND: Experience interacting with customers and assisting in problem solving roles a plus Computer/Printer industry experience desired Experience with Microsoft Office with strong Excel skills Experience with the delivery of operations using technology solutions Comfortable performing multifaceted projects in conjunction with normal activities Self-motivated and comfortable working independently in a customer environment Strong ability to problem-solve and resolve situations independently EDUCATION: Associates degree or 2 - 5 years of relevant experience