The Site Operations Coordinator role is a contract position and an individual contributor role. This position will work at the customer sites, supporting the customer’s day-to-day managed services needs in regional basis.  Will work closely with customer contacts, customer’s end user community, and Lexmark Global Services resources to fulfill Service Level Agreements (SLA’s).

ROLES AND RESPONSIBILITIES:
• Execute on specific Lexmark service operations practices including:
● Continually monitoring existing service levels and ServiceNOW tickets for incident, problem, change management.

● Provide interface between end-users, technical support, and subcontractors to improve/maintain customer satisfaction

● Daily point of contact and relationship with the customer for specific area

● Contribute to the continual process improvements within Managed Services structure

● Work closely with Operations and Project Team’s during implementation and deployment of print technology and support services, including inventory collection and management, MADC tracking, and consumables management while monitoring adherence to all SLA’s

● Contribute to weekly and monthly status meeting, provide timely and accurate update on service program status.

● Contribute and maintain Service Desk Procedures Manual and Escalation Process Procedures

● Provide reporting metrics and tracking data as required to fulfill SLA’s

● Work with Operations team to implement processes for managing core business activities i.e. consumable and asset management, asset tracking and technical support

● Work with Operations team to document and analyze current practices and workflow to define/determine Customer operations requirements
● Recommends and implements 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.

• Execute on specific customer  service operations practices including:
● Receiving requests (Incident and Change Management) for service from customer ServiceNow ticket system via their internal ITSM ticket system / Monitoring Servers / email / phone/ chat line.

● Provide 2nd line support, with the aim of effecting high percentage of on-site fixes – including print servers configuration, printer hardware configuration, technical escalation

● Logging & tracking of incidents in both the customer’s (if available) and Lexmark’s service system

● Manage all orders placed by the customer (Supply/Hardware Order Management) – including LGS (Lexmark Global Services) Portal + LGS Return procedures.

● Accurate logging of calls/requests with both concise and clear instructions to enable the Service Partner and/or Technicians to effect a high percentage of first time fixes

● Manage and monitor customer SLA to ensure service delivery is provided in line with contractual agreements – follow up Technical Support Centre/Service Partner visits at MPS customer premises

● Participle in MPS customer Install Moves Add Config (IMAC) meeting ,responsible for review, recommend right technology in customer workspace.

● Participle in MPS Service Operations meeting, assist in UBS IT Management team on planning ,costing, and reporting.

ADDITIONAL RESPONSIBILITIES:
● Ability to develop and strengthen relationship with Customer

● Assumes other special activities, responsibilities, and special projects as required EXPERIENCE AND BACKGROUND:

● A minimum of five (5) years customer service experience, preferably in onsite computer/printer maintenance support and services

● Experience with coordinating projects with multi-disciplined team members

● Significant experience interacting with customers, including supervisors

● Experience with the delivery of operations through the use of technology solutions
● Experience in process documentation

● Strong focus on the customer and the operational aspects of the business

● Sound administrative skills in Microsoft Office Suite and Google application

● Advance knowledge of Excel

● Well-developed self-management skills, principles and people

● Strong analytical and database skills

● Prefer familiarity with technical skills including software driver implementation, network management, IP protocol, and basic network protocols such as SNMP

● Competencies in developing business processes after evaluating multiple solutions. ORGANIZATIONAL RELATIONSHIPS:

•  Reports to Worldwide Customer Operations Manager
EDUCATION:
•  Associates degree or 4-6 years of relevant experience
*Relocation is not offered for this position and candidate must already possess current work authorization for Hong Kong.
*Candidate must already live and work in Hong Kong and must be available to work onsite daily at the Hong Kong office.