Head of Remote Assistance Operations

Bell and Howell delivers technology-driven Automation Services and Automation Solutions that help businesses optimize performance, reduce downtime, and improve customer experiences.
Our Automation Services bring a dedicated team of expert mechatronic service engineers completely covering North America and backed by our Integrated 360™ advanced technology enabling remote repair, diagnostics, automated SmartOps Dispatch™ and 24/7/365 technical assistance for our clients. Our Automated Solutions product portfolio consists of next-generation equipment delivering best-in-class performance enhancing workflow efficiency and elevating customer experiences across multiple markets including retail, pharmaceuticals, packaging, mail production, ecommerce and manufacturing – all backed by the best service in the industry.
Position Title: Site Operations Manager
The Site Operations Manager is responsible for overseeing and managing all aspects of print production and document services at a designated site. This role ensures the efficient operation of print facilities, including high-volume printing and finishing services, while maintaining high standards of quality, cost-effectiveness, and customer satisfaction.
The manager will lead a team of print operators and service technician staff, coordinate with internal departments and external partners, and ensure compliance with company policies and industry regulations. Key responsibilities include workflow optimization, equipment maintenance oversight, inventory control, and performance reporting.
Success in this role requires strong leadership, operational expertise, attention to detail, and a commitment to continuous improvement in service delivery.
Fosters positive customer relations and a high degree of customer satisfaction by; intervening, as required, to resolve service complaints and inquiries in a cooperative, supportive, timely and professional manner; interpreting customer agreements; monitoring and improving the quality and thoroughness of services provided.
Oversee Daily Operations: Manage all print production activities, ensuring timely and accurate delivery of print jobs.
Supervise, train, and evaluate print operations staff; foster a culture of accountability and continuous improvement.
Manages the staff through responsible recruiting, training, motivating, discipline, performance reviews, rewarding, coaching and counseling. Determines the training needs for staff and ensures that programs are delivered to increase their skill base and technical proficiency.
Ensures the optimal utilization of people and technical resources, through forecasting, planning, and scheduling. Realigns resources as needed to ensure customer satisfaction.
Quality Control: Monitor output for quality assurance, ensuring all printed materials meet company and client standards.
Equipment Management: Oversee maintenance and troubleshooting of printing and finishing equipment; coordinate with Customer for preventative maintenance, repairs and upgrades.
Inventory Control: Manage inventory of parts, paper, toner, and other supplies; ensure adequate stock levels while minimizing excess.
Customer Service: Serve as the primary point of contact for internal and external customers; Budget Management: Assist in developing and managing the print operations budget; Compliance & Safety: Ensure adherence to safety protocols, environmental regulations, and company policies.
Reporting & Analysis: Generate regular reports on production metrics, equipment usage, and team performance; use data to drive improvements.
Strong analytical, problem-solving, quantitative, and time management skills.
Strong project management skills are strongly preferred.
Ability to communicate effectively both orally and in writing.
S. degree in business or related field, and 3-5+ years of one or more of the following: hardware, electro-mechanical, robotic, and software customer service experience including maintenance and repairing equipment, or equivalent combination of experience and education.
Travel:
This position requires minimal travel in the United States and Canada.
Requires reading, math, weighing and/or measuring, conducting research, analyzing, evaluating and drawing conclusions, implementing plans, procedures, solutions, coordinating others to accomplish a goal.

Work is performed in a controlled office and manufacturing environment; It is the policy of the Company to administer employment based solely on an individual’s qualifications, ability and performance without regard to race, color, religion, gender identity, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, age, national origin or ancestry, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status, marital status, or any other characteristic protected by federal, state or local law.