Job description

Note: The job is a remote job and is open to candidates in USA. Konica Minolta Business Solutions U.S.A., Inc. is currently offering an exciting opportunity for a GCS Managed Account Coordinator II. This role focuses on providing high-level account service management for complex domestic and global engagements, including onboarding and ongoing account maintenance. Responsibilities • Participate in client discovery sessions to understand requirements regarding deployment, incident and/or solution management • Compile Managed Account implementation documentation that will be utilized by dispatched technical engineers (Deployment Guide, Program Support Guide, Operations Guide, email communication templates, etc) • Communicate program specific requirements and procedures to local (domestic or global) installing teams for deployment of new hardware and/or solutions and services • Compile processes/procedures/curriculum using approved templates for internal operational team members to utilize while supporting ongoing break/fix (hardware and solutions) incident requests for each supported client • Compile processes/procedures/curriculum using approved templates for internal operational team members to utilize while supporting on-going IMAC-D requests (Install, Move, Add, Change, Delete) for each supported client • Reconcile customer fleet assets using multiple data sources and provide fleet reporting • Provide status updates to internal and external stakeholders utilizing multi-media • Initiate improvement plans for active projects; perform continuous follow-up and track project to completion • Understand customer contract and applicable SLAs – works with customer and account team organically to operationalize contract requirements • Enforce contractual SLA obligations by monitoring incident activity; work with local service teams to resolve escalations • Participate in the development and distribution of monthly/quarterly service metric reporting, by utilizing and linking data from different data sources (client system, KM system, fleet tool reporting, etc) • Participate in onsite or remote PAR (Periodic Account Reviews) presentations as required • Complete projects and tasks as assigned by management Skills • High school or equivalent, BS or BA preferred • Minimum 3 years customer service, project coordination • Working in team environments and working closely with high level client stakeholders • Proven track record in problem solving and business process design • Outstanding presentation skills – verbal and written • Excellent verbal and written communication skills, including platform skills • Knowledge of systems and applications used to support coordination efforts • Good understanding of business process workflows • Good customer service and interpersonal skills • Good time management skills • Ability to problem solve and perform advanced troubleshooting with minimal assistance • Proficient computer skills- Microsoft Office, Word, Excel, PowerPoint (Access/SQL preferred) • Basic foundational understanding of ITIL process framework • Positive attitude and collaborates well with other team members • Detail oriented and excellent organizational skills • Ability to assess workload and prioritize tasks based on urgency • Basic networking knowledge • Basic troubleshooting skills • Ability to multi-task work in a fast paced environment • Occasional travel possible Company Overview • Konica Minolta Business Solutions U.S.A., Inc. is revolutionizing the Workplace of the Future™. It was founded in 1873, and is headquartered in Ramsey, New Jersey, USA, with a workforce of 5001-10000 employees. Its website is http://kmbs.konicaminolta.us.

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