Senior Technical Service Professional

Location: Remote (US-Based)

Overview

We are seeking a Sr. Technical Service Professional to lead the delivery and evolution of proactive consumables services, including Automated Supplies Replenishment (ASR) within Managed Print Services (MPS). This role is responsible for ensuring the right supplies are delivered at the right time by connecting device telemetry, predictive analytics, and operational execution.

You will play a critical leadership role in connecting device intelligence, data, enterprise platforms, and global operations to deliver scalable, data-driven service experiences that improve customer satisfaction, increase operational efficiency, and enable future AI-driven service capabilities. Proactive consumables services are a key differentiator of Managed Print Services. 

What You'll Do

Own Proactive Consumables Services

• Lead end-to-end delivery of Proactive Consumables Management (PCM) and Automated Supplies Replenishment (ASR) services
• Ensure reliable execution of supply alerts, replenishment, ordering, and fulfillment processes
• Maintain alignment with customer service commitments and business requirements

Drive Supplies Prediction & Optimization

• Manage and continuously improve consumables prediction models using machine learning and rules-based approaches
• Refine forecasting based on device usage patterns, customer behavior, fleet composition, and historical consumption
• Ensure accurate, timely, and actionable supply recommendations

Connect Data to Operational Execution

• Translate predictive analytics into automated operational workflows, including:
  • Supply alerts and replenishment timing
  • Order creation and fulfillment through enterprise platforms
• Ensure seamless integration across analytics platforms, enterprise systems, and operational processes
• Improve visibility and control throughout the consumables service lifecycle

Partner Across the Service Ecosystem

Collaborate with:

• Hardware Engineering to improve device telemetry, sensing capabilities, and consumables intelligence
• WW Technical Operations to ensure data quality, availability, and operational readiness
• Global Analytics & Applications to enhance analytics platforms, prediction models, and business tools
• IT and Software Development teams to support enterprise platform integration and automation
• Global Business Services (GBS) to align consumables processes with asset management, billing, and fulfillment operations

Improve Service Performance

• Monitor key performance indicators including prediction accuracy, replenishment effectiveness, fulfillment timing, and customer outcomes
• Identify opportunities to increase automation and reduce operational friction
• Drive continuous improvement initiatives to enhance service quality, consistency, and cost efficiency

What We're Looking For

• 8-10+ years of experience in program management, service delivery, supply chain operations, analytics, or data-driven business operations
• Strong understanding of how predictive analytics and operational data translate into business processes and customer outcomes
• Experience working across technical, operational, and business organizations
• Familiarity with enterprise platforms such as CRM, ERP, order management, or supply chain systems preferred
• Strong ownership mindset with the ability to manage end-to-end service performance and drive cross-functional execution