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XGS Fleet Analyst-24838

Saint John, NL
POSITION CONCEPT:

The Delivery Account Operations Professional is responsible for the day-to-day operational execution of our Intelligent Workplace Services (IWS) offerings for designated clients. They will be a key point of contact for clients and help ensure we are delivering against our contracted Statement of Work (SOW) and service level commitments (SLA’s). They will proactively identify risk and opportunities within the account and action with the Account Team. They are responsible to ensure the operational processes established for the customer are functional, efficient and will work with internal resources to adjust or improve as required.

RESPONSIBILITIES:

· Build and maintain client relationships across all stakeholders in the defined account base
· Oversees the delivery of contracted services according to contract terms as well as the customers satisfaction with those services
· On-site point of contact for escalation related to billing, supplies and service issues
· Continuous monitoring and improvement of the fleet by right sizing and consolidation of single function devices
· Maintain and update device end-user contact information for all devices (MACD process)
· Alerting end users when devices are no longer reporting, or rogue devices are identified
· Monitor for re-occurring device incidents and escalate to Xerox Technical Services Management
· Perform some first level troubleshooting of devices within the St-John’s region
· Promote and enable end-user clients to work with Remote Support tools and resources
· Assist with device install activity and coordination within St. John’s region
· Reporting and analysis of printer fleet related data and KPI’s to help provide insight and actionable outputs to drive continuous improvement and cost-savings
· Operational Excellence, Leadership and Continuous Improvement
· Responsible for managing and updating account specific processes within the Operations Manual
· Ensure maximum revenue capture and billing accuracy
· Support Delivery governance efforts and participate in quarterly business reviews for all supported accounts
SKILLS:

· Strong customer service and interpersonal skills, ability to function well in a team environment
· Strong communication skills - verbal and written, confident and comfortable presenting to clients
· Ability to engage cross-functional teams
· High energy; self-motivated; ability to work independently & solve problems
· Good organizational skills; and ability to multi-task
· Strong analytical skills
· Strong computer skills, very comfortable with Excel PowerPoint. Experience with Power BI an asset
 

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