University of Waterloo

  • Assistant Manager, Production

    Requisition ID
    2019-4494
    Job Category
    Retail Services
    Department
    6000 - Print & Retail Solutions
    Job Status
    Temporary Appointment (Contract)
    Hiring Range
    $46,889 - $58,612
  • Overview

    Term: 18 months

     

    The Assistant Manager, Production is accountable for the smooth operation of the W Print production facility and for the provision of excellent customer service. Supervising the production staff, the incumbent ensures that all jobs are completed on time and to the highest quality. They are responsible for scheduling staff for various shifts to ensure that the facility is staffed sufficiently at all times.

    Responsibilities

    Production Management

    • Monitors quality control of jobs, ensuring errors are identified and effectively corrected in a timely manner
    • Manages the secure intake, processing, storage and destruction processes for confidential document printing and scanning
    • Ensures staff maintain safe operation of printers and computer equipment
    • Adheres to all applicable health and safety procedures, instructions, and directives
    • Investigates, troubleshoots and corrects basic equipment problems and malfunctions
    • Monitors machine performance and arranges for service when indicated
    • Performs basic equipment maintenance to sustain performance and quality standards
    • Records and enters job details accurately for billing, and completes the billing process when instructed by the Production Manager
    • Performs print optimization pre-flight operations
    • Monitors supply levels and places orders independently
    • Reports any inventory issues to the Manager
    • Acts as primary contact for service staff, scheduling service calls with technicians when necessary
    • Reports any service or maintenance issues to the Manager

     

    Collaboration

    • Interacts regularly with all P+RS staff and supports cross-promotion of products and services wherever possible
    • Establishes and maintains strong partnerships and relationships with units throughout the university and the affiliated colleges that help P+RS achieve its goals, while ensuring that P+RS is represented professionally

     

    Customer Service

    • Commits to positive interactions with all customers and provides appropriate level of assistance regardless of situation or location
    • Provides technical input and support for customer printing, scanning and finishing orders
    • Informs customers of W Print products and service offering and advises on job requirements for completion and optimization
    • Ensures that all customer inquiries are handled in a professional, timely manner; and in cases when customers should be redirected to other staff, the incumbent will ensure that the redirection is complete and that the customer is not left without service

     

    Leadership

    • Trains and acts as resource to other staff members operating W Print software and equipment
    • Supervises all W Print production staff, providing direction, training, and active and supportive coaching
    • Schedules production staff across two shifts to ensure adequate capacity is maintained at all times
    • Plans, lays out, and supervises the work of production staff engaged in the production of a wide variety of printed and scanned products
    • Provides strong leadership through collaboration with the Production team
    • Trains, supervises and mentors W Print team members
    • Initiates and conducts regular performance conversations and annual reviews with direct reports
    • With support from the Manager, addresses performance and staffing issues quickly and decisively and proactively, whenever possible, within the W Print team

     

    Internal Communication

    • Communicates with the Manager regarding any customer service issues or problems that may affect P+RS’ reputation and/or production deadlines
    • Ensures a collaborative and supportive work environment by holding regular one-on-one meetings with direct reports
    • Participates in regular team meetings, leading them when the Manager is not available

    Qualifications

    • High School Diploma or equivalent education and experience
    • Post-secondary education in the printing/production field is preferred
    • Three years of experience in a technical customer service and/or junior business development role
    • Demonstrated supervisory experience and knowledge is required, preferably in a production environment
    • Expert experience setting up, transferring, and operating production-level print, scan, and finishing equipment
    • Industry work experience is highly desired
    • Knowledge of the production print environment and standard operating procedures
    • Must have advanced knowledge of pre-production optimization software and equipment, and a thorough understanding of all aspects of production systems and processes including printing, scanning and finishing
    • Must have a solid understanding of data transfer techniques such as SFTP, file-sharing, etc. to move digital files to production equipment
    • Knowledge of file management to ensure that all files are backed-up, transferred, and stored securely in an organized fashion
    • Excellent written and verbal communication skills
    • Strong interpersonal skills and relationship-building
    • Role requires physical effort (moving, bending, twisting, lifting) as well as lifting 50-pound boxes (e.g., paper)

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