Installation Management Specialist

About Xerox Holdings Corporation

At Xerox, we make work, work! For more than 100 years, Xerox has continually redefined the workplace experience. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients and within our culture. Learn more at www.xerox.com and explore our commitment to diversity, inclusion and belonging.

JOB PURPOSE/MISSION/SUMMARY:

An Installation Management Specialist is the support resource for Managed Print Services (MPS) deployment, roll out and refresh. They ensure that MPS HW Order and Installs are transacted in Siebel in an accurate and timely manner. The IMS also works with our Lexmark Installers by providing them with accurate data needed for a successful onsite visit. In return, our Lexmark Installers provide the IMS with key asset data which will be validated to ensure the highest level of fleet accuracy which will then be passed on to the Asset Management team as part of their asset acceptance process.

They report directly to the Installation Manager L1 Manager and collaborates with the Project Managers, Deployment Project Coordinators, Customer Operations Managers, Customer Operations Specialist, Site Operations, HW Order Entry and Asset Management Specialist for a seamless HW Order to Install experience.

KEY ROLES & RESPONSIBILITIES / KEY JOB FUNCTIONS:

MPS HW Order

• Order Service Request Creation: Create Service Request/s (SR) for MPS
  
  

Hardware (HW) Order/s from various Geographies using WWTT, Portal, and

Siebel.

• Order Monitoring: Monitors all HW Orders Siebel to ensure it is successfully
  
  

sync to SAP.

• Cancellation Management: Performs cancellation of SRs upon request
  
  

confirmation and interface late cancellation request to the SAP team

• Order SR Resolution: Assist Geographies with stuck MPS Orders and push for
  
  

resolution

• Issue Logging: Investigate and log Service Now tickets to fix Siebel issues
  
  

encountered for MPS HW Orders

MPS HW Install (Move/Add/Decommission)

• Install Service Request Management: Create and monitor Service Request/s
  
  

(SR) for MPS Asset Installation for assigned to Installation Partners.

• Queue Monitoring: Monitors Siebel Install Activity queues to ensure correct
  
  

dispatch to Service Partners

• Debrief Processing and Resolution: Process debrief forms within 1 day SLA
  
  

from email receipt.

• Install SR Resolution: Monitor open installation activities until debrief is
  
  

received and resolve any "Failed Validation" issues.

• Team and Partner Coordination

• Collaboration with Install Partner: Work closely with Lexmark Install
  
  

Partners to provide accurate data needed for successful onsite visits

• Issue Resolution: Coordinate with Installation Partners to resolve any issues
  
  

encountered during the installation process

• Data Validation: Validate key asset data provided by Install Partners to ensure
  
  

the highest level of fleet accuracy before passing it to the Asset Management

Team

• Task Delegation: Organize and delegate tasks among team members for large
  
  

scale MPS deployments or high-priority account

COMPETENCIES, SKILLS, KNOWLEDGE & ABILITIES:

Strong analytical skills, significant Excel spreadsheet experience on advance formulas and

pivot table functions for data gathering AND analysis.

Must be proficient in other Microsoft Office applications: Word, PowerPoint, Outlook

Must have good typing skills

Ability to read different handwriting

Attention to details

Excellent written and oral communications skills; Individual will need to constantly

communicate with international counterparts and internal customers

Strong analytical skills using various problem-solving methods and systems a must

Organized and able to multitask

Ability to establish credibility and be decisive but able to recognize and support the

Organizations preferences and priorities

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

Sound administrative skills.

High energy level, outgoing, comfortable performing multifaceted projects in conjunction

with normal activities

Well-developed interpersonal skills. Ability to get along well with diverse personalities,

Mature $ flexible

EDUCATION, EXPERIENCE & CERTIFICATIONS BASIC REQUIREMENTS:

BA/BS degree in Business, Computer Science, IT or equivalent.

A minimum of 1year operational experience in data analysis and reporting

Experience with transactional operations execution to defined service level agreements

and quality goal

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