Responsibilities :
JOB PURPOSE/MISSION/SUMMARY:
As a member of Lexmark’s Managed Print Services (MPS) organization, the Deployment Project Coordinator (DPC) will work as a member of a team to deploy printers/MFPs and/or take over management of existing devices for new and existing customers. Projects could range in size from a few hundred devices to 25,000+. The DPC will work with Lexmark Cross Functional Teams. Additionally, DPCs will work with external transportation partners. These engagements are required for the DPC to coordinate hardware orders and track/manage deliveries according to the project schedule. The DPC may also interface with customer personnel and installation technicians to coordinate delivery, installation, returns, and disposal activities and to gather site survey data, device data, and installation-related information. The DPC will own recording and maintaining the data needed to track all devices from shipment through acceptance, for the purposes of inventory reconciliation and to ensure that all installed devices are setup in Lexmark’s asset management system. Deployment Project Coordinator will work closely with Project Management Leadership, Customer Operations and with other Lexmark business functional teams and must ensure smooth execution of the End-to-End Hardware creation to acceptance process
KEY ROLES & RESPONSIBILITIES / KEY JOB FUNCTIONS:
- Assist Project Manager (PM) in all phases of Implementation Project by driving and managing their own set of tasks and activities without requiring daily guidance and assignments from the PM
- PMs are responsible to lead project meetings but DPC’s may be asked to initiate internal or customer-facing conference calls, take meeting minutes, update action items, or other activities in support of the PM
- Place orders and monitor orders/shipments to ensure delivery according to project schedule
• Track order fulfillment and delivery of hardware using Lexmark systems and carrier websites
• Resolve delivery and schedule issues between carriers and customers
• Modify planned installation activities in response to changes in delivery schedule
• Receive and interpret customer POs for hardware orders
• Manage changes to deployment schedules including recognizing downstream impacts of changes
• Participate in project calls and proactively identify actions needed with regards to changes in orders and installations
• Manage customer return orders as well as pickup & disposal of old devices
• Work with internal supply chain personnel, transportation carriers, disposal partners, and installation partners to coordinate service delivery, gather data, and resolve issues requiring real-time coordination between carrier, customer, and install partner
• Manage complex interactions including changes, disruptions, and other unplanned events while a technician is on site
• Interface with customers and installation partners during installation and help in bridge support as needed during critical project rollouts.
• Work directly with Supply Chain on shifting installs, etc. based on order/availability issues
• Work with customer personnel on gathering data for existing assets, confirm deliveries, and other general assistance as directed by PM
• Role will require occasional overtime and weekend work based on schedule of customer rollout
• Track (in Excel/Siebel) detailed order-to-invoice & returns data for all equipment shipped/returned/ disposed, as required to invoice customer, manage inventory, and report daily project status
• Track consumption of customer P.O.’s and process Lexmark hardware billing, when needed
• Proactively support the PM in identifying and reconciling inventory discrepancies
• Escalate issues promptly and proactively work with stakeholders to avoid/mitigate future issues
• Document all meeting data as appropriate; provide regular status reports to all team members, client, and internal management as directed by the PM
• Provide accurate and timely information to management on the performance measurement, quality assurance, and customer satisfaction areas of the project (e.g., delivery timeliness)
• Manage deployment plan to ensure timely and accurate deployment according to customer approved schedule
• Manage high-level MPS accounts as determined by Deployment Project Coordinators Account Matrix
• Provide process mentoring to newly trained Project Managers and Deployment Project Coordinators
• Provide fist line of support for business process inquiries from both new DPCs and new Project Managers
COMPETENCIES, SKILLS, KNOWLEDGE & ABILITIES:
• Proficiency with Microsoft Office tools: Word, PowerPoint
• Strong Excel Skill (writing formulas, functions, tables, and ranges)
• Excellent analytical, data reconciliation and problem-solving skills
• Excellent communication and customer service skills
• Must be proficient in oral and written language of customer being supported as well as English
• Detail oriented, self-starter
• Able to work overtime and/or weekends to cover customer rollout schedule as needed
• Results oriented
• Ability to Prioritize Workload to meet multiple project and customer timelines
• Customer facing experience
• Strong oral and written communication skills
• Data management and analysis skills
• Strong interpersonal skills
• Multi-tasking
• Independent thinking, problem solving and decision making
• Ability to work with cross-functional teams and at times lead and influence the team
• The ability to identify issues that need to escalate for resolution as needed
EDUCATION, EXPERIENCE & CERTIFICATIONS BASIC REQUIREMENTS:
- Bachelor’s Degree
- Advance skills in Microsoft Excel and familiarity in MS Project
- Familiarity with SAP and Business Objects a plus
- 2+ years’ experience preferred in hardware deployments, order management, logistics and project management
- In-depth knowledge of Project Management Life Cycle
- Project management certifications a plus
- Familiarity with Lexmark devices and packaging a plus
- Understanding of common logistics operations including staging, last mile delivery, and Logistic Global Service
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