- MPS HW Order
- Create Service Request/s (SR) for MPS Hardware (HW) Order/s from the geographies that are submitted through the ticketing tool (WWTT), Portal, and Siebel direct.
- Monitors all HW Orders Siebel queue (Lexmark Action Pending, Open, Assigned Failed statuses) to make sure that orders will successfully sync to SAP.
- Performs cancellation of SRs per confirmation from requester. Also responsible for the interface of late cancellation requests to the SAP team for correct adjustment in the SAP system. Provides update to the requester about service delays and makes necessary interventions to
- Assist Geographies with any MPS Orders that are stuck and help push for resolution
- Investigate and log Service Now tickets to fix Siebel issues encountered for MPS HW Orders
- Performs cancellation of SRxe2x80x99s and individual activities- orders per confirmation Service Partners, WOM, Key Accounts and Customers. Also responsible for the interface of late cancellation requests to the SAP team for correct adjustment in the SAP system.
- MPS Move/Add/Decommission
- Create and monitor Service Request/s (SR) for MPS Asset Installation from the Geographies that will be assigned to our respective Installation Partners.
- Monitors all Siebel Install Activity queues (Pending Service Action, Dispatch Failed and Assignment Failed statuses) to make sure that activities are dispatched to the correct Service Partner to meet all SLA.
- Monitor installs debrief inbox queue and process debrief forms within 1day SLA from email receipt.
- Responsible for transferring data from the debrief forms to Siebel.
- Monitors all open installation activity until Debrief is received back from the partner and works with the appropriate team to fix any xe2x80x9cFailed Validationxe2x80x9d debriefs.
- Monitors aging activities and works with the requester for changing of install dates, manual validation, cancellation, or partner follow through.
- Reroutes SRs to proper group when necessary.
- Investigate and log Service Now tickets to fix Siebel issues encountered for MPS HW Installs.
- Strong analytical skills, significant Excel spreadsheet experience on advanced 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.
- BA/BS degree in Business, Computer Science, IT or equivalent.
- A minimum of 1-year operational experience in data analysis and reporting.
- Experience with transactional operations execution to defined service level agreements and quality goals.
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installation management specialist - Philippines, Pilipinas - Lexmark
Paglalarawan
Job Purpose/Mission/Summary
An Installation Management Specialist is the support resource for Managed Print Services (MPS)xa0deployment, roll out and refresh. They ensure that MPS HW Order and Installs are transacted inxa0Siebel 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 Projectxa0Managers, Deployment Project Coordinators, Customer Operations Managers, Customerxa0Operations Specialist', Site Operations, HW Order Entry and Asset Management Specialist' for axa0seamless HW Order to Install experience.xa0
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