Enterprise Solutions, Senior Technical Specialist

Works closely with the Business Operations teams, the Sales Solutions Specialists, and the OPS Development team. Manages and supports the technical implementation, deployment, and ongoing management of Optimized Print Services. Manages the Pre-Sales assessment to the Post-Sales implementation of all Optimized Print Services activities. This encompasses the development of OPS specific integration, optimization of existing tools, solution delivery, through ongoing operations. Supports the National Sales Solutions Specialists in the use of customer connectivity tools such as Print Fleet, electronic remote access, and on-site presence. Ensures Sales Solutions Specialists are skilled and practices in the areas of database management, SQL, data replication/exporting, and network security.

PRIMARY DUTIES AND RESPONSIBILITIES

• Implements process changes to achieve customer satisfaction, increases operational efficiency, and contractual cost savings objectives of Client Managed Services agreements. Contributes to and helps manages the development of Best Practices in Technology Operations through engagement of all geography resources and capabilities, ensuring a consistent methodology.
• Drives the creation, sharing, and adherence of Best Practices within the geography.  Ensures that the Sales Solutions Specialists are implementing consistent, high quality customer support in all aspects of OPS.
• Ensures that systems, tools, infrastructure, and methods grow with the expansion of services and customer requirements on all customer accounts.  Actively stays aware of the development of device management tools.
• Provides on-going documented Standard Practices – IT Strategy, Printer Driver Deployment, Automating Meter Reads, etc. as the Subject Matter Expert through the Canadian Team.
• Works with the Operations team to build an effective relationship with the customers’ key IT decision-makers, influencers, and the customer contract manager(s).  Manages multiple customer interfaces (as assigned) through both face-to-face and extensive phone interactions. 
• Coordinates account activity with the Business Operations Specialists responsible for overall account satisfaction.
• Ensures OPS contractual compliance is maintained in all day to day operations functions (Technical, Finance, and Customer Operations)
• Supports the creation of monthly, quarterly, and annual performance metrics information and analysis.
• Works with the Director of Operations to document procedures and customer operations practices (both technical and business processes). 
• Analyzes processes for customer proposal development and process improvement/ implementation. 
• 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.
• Guides the Sales Solutions Specialists to project manage site start-up and implementation of all technical aspects of new customer sites and on-going expanded services.

EXPERIENCE

• Experience in an operations environment
• Strong organizational skills required to manage a complex project.
• “People Skills” required in managing a complex project and ensures the cooperation and support to successfully manage a project
• Problem solving skills
• Technical Awareness within the Office Equipment environment
• Problem solving and analytical, data driven approach.  Ability to work with and analyze data demonstrated in past roles.
• Able to make decisions under pressure.
• Strong communications skills – written and verbal.

Reports to Director, Operations Enterprise Solutions

REFERENCE ID: 11-2013
POSITION TYPE: Regular, Full time
LOCATION: Mississauga, ON
VACANCIES: 1