Onsite Support

Position Overview:
We are seeking a highly organized and proactive On-Site Operations Support Specialist (OSS) to support Managed Print Services (MPS) at our customer locations. This role is responsible for operational support, customer service, and monitoring printer equipment to ensure seamless service delivery in accordance with our Managed Print Services agreements.

Key Responsibilities:

1. Asset Tracking, Management, Reporting, and Maintenance

• Coordinate MADC/IMAC (Move, Add, Delete, Change/Installation) activities.

• Manage assets within the ***** asset management system, including missing meter reads, moves, adds, swaps, billing details, and standard reports.

• Ensure timely and accurate updates to missing meter reads and MADC activity on a weekly basis.

• Create and manage device priority levels according to defined Service Level Agreements (SLA).

• Facilitate the acceptance and signature of Acceptance Documents or Asset Schedules with customers.

• Maintain a meter read capture rate of 95% or higher.

• Track equipment inventory and ensure data accuracy in the asset management system.

2. Proactive Consumable Management (PCM) & System Maintenance

• Collect and maintain critical asset and consumable contact information.

• Monitor the consumables management process and resolve exceptions, including orders not shipped according to contractual obligations.

• Update consumable contact information regularly.

• Assist in managing consumables inventories and placing orders to maintain defined levels of on-site inventory.

• Provide oversight of on-site parts and supplies inventory.

• Provide regular account updates, including fleet status and performance, to the Site Operations Manager (SOM) and Customer Operations Manager (COM).

3. Onsite Dispatch Support

• Serve as secondary backup for dispatch support as needed.

• Monitor customer Help Desk support requests via ServiceNow and ensure tickets are processed within defined SLA guidelines.

4. Additional Responsibilities

• Participate in special activities, projects, and other duties as required.

Experience & Qualifications:

• Experience in customer-facing roles and problem-solving support is highly desirable.

• Background in the computer or printer industry is preferred.

• Proficiency in Microsoft Office, especially Excel.

• Comfortable delivering operations using technology solutions.

• Ability to manage multiple projects alongside routine activities.

• Self-motivated, independent, and able to work effectively in a customer-facing environment.

• Strong problem-solving and decision-making skills.

Education:

• Associate's degree or 2–5 years of relevant experience.

What We Offer:

• Opportunity to work with leading technology solutions in the printing industry.

• Collaborative and customer-focused work environment.

• Professional growth opportunities.