SERVICES ORDER MGMT SUPPORT 2

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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 o Order Service Request Creation: Create Service Request/s (SR) for MPS Hardware (HW) Order/s from various Geographies using WWTT, Portal, and Siebel. o Order Monitoring: Monitors all HW Orders Siebel to ensure it is successfully sync to SAP. o Cancellation Management: Performs cancellation of SRs upon request confirmation and interface late cancellation request to the SAP team o Order SR Resolution: Assist Geographies with stuck MPS Orders and push for resolution o Issue Logging: Investigate and log Service Now tickets to fix Siebel issues encountered for MPS HW Orders
• MPS HW Install (Move/Add/Decommission) o Install Service Request Management: Create and monitor Service Request/s (SR) for MPS Asset Installation for assigned to Installation Partners. o Queue Monitoring: Monitors Siebel Install Activity queues to ensure correct dispatch to Service Partners o Debrief Processing and Resolution: Process debrief forms within 1 day SLA from email receipt. o Install SR Resolution: Monitor open installation activities until debrief is received and resolve any “Failed Validation” issues.
• Team and Partner Coordination o Collaboration with Install Partner: Work closely with Lexmark Install Partners to provide accurate data needed for successful onsite visits o Issue Resolution: Coordinate with Installation Partners to resolve any issues encountered during the installation process o 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 o 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 organization’s 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 goals