Site Operations Manager with Customer Service Skills (Phoenix, AZ)
INTERESTED EMAIL RESUMES TO APATEL@CORE-TECHS.COM AND THEN CALL ME ON MY DIRECT LINE #973-588-9913. Title: Site Operations Manager (SOM) Duration: 1 year Contract Location: Phoenix, AZ The primary focus is to support the day-to-day output environment needs of a single account based out of Phoenix that has facilities throughout the United States. Responsibilities: The SOM will work closely with the operations team on the implementation and deployment of company’s technology and support services. The SOM will support the Customer Operations Manager in fulfilling position commitments, implement specific operations governance and best practices. Daily activities will also include constant monitoring of their printing fleet, service calls, and the consumable fulfillment program. 1. Participate in scheduled Customer Focused Team meetings and provide timely and accurate updates on action items. 2. Participate in scheduled weekly meetings with manager a. Review and update all action items b. Follow through on mission critical activities identified by manager. 3. Participate in Monthly Operation Reviews with the Client and/or Customer. a. Attend customer reviews, as scheduled by manager, at customer designated locations. b. Help in collecting data to support the Monthly Operations package 4. Coordinate the deployment of hardware devices at customer locations. a. This role will be similar to one performed by a Project Coordinator, except on a smaller scale. 5. Work with Business Operations (BOM) to make sure all assets are updated in asset management system. 6. Manage all consumables requirements a. Resolve all consumables’ issues, including: i. Defective consumables or returns ii. Mis-ships, backorder/emergency needs, and expedites b. Update Consumables Management System templates as required c. Manage emergency/buffer stock in storage or warehouse 7. Continually monitor existing service performance and compliance to Service Level Agreement (SLA). a. Act as the key contact with Customer Help Desk/End Users b. Review daily service report & identify potential issues c. Provide reporting metrics and tracking data as required to fulfill the Service Level Agreement. d. Track all MADC activities. e. Update Special Handling Instructions (SHI) 8. Help manager to develop continual process improvements. Recommend and implement operations techniques to improve productivity, increase efficiencies, cut costs, take advantage of opportunities, and maintain state-of-the-art practices in all aspects of the operations. 9. Assist manager to develop and strengthen relations with all the key contacts. 10. Assume other special activities, responsibilities, and special projects as required by manager (e.g. End User training as necessary). Education and Skills Qualifications: 1. Required: Proficient in Excel & Power-Point 2. Required: Basic Networking Knowledge 3. Required: Customer Facing (customer service) Skills 4. Desired: Technical Degree, Not Required 5. Desired: A+ Certification 6. Desired: Printer Knowledge 7. Desired: Service Industry Knowledge
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