Vision Statement
The purpose of Media Production Services (MPS) is to provide high-quality, cost-effective multimedia, digital, and print communication products and services to clients and customers within McMaster University, affiliated partner institutions and the surrounding learned community. MPS delivers integrated creative services including video production, photography, web and social media content, digital publishing and emerging multimedia solutions. Our efforts not only support the institution in its academic and research mission but also help to advance the reputation of McMaster University as one of Canada’s leading post-secondary institutions.
MPS is an ancillary division of McMaster University and, as such, is responsible to ensure revenues offset costs and contribute financially to the University. The mission of Media Production Services (MPS) is to embrace creativity, drive innovation and achieve excellence in print and digital media for the benefit of our customers, partners and McMaster University.
MPS is comprised of a combination of full-time, part-time and/or casual employees. We are configured to add significant, timely and cost-effective in-house creative and production support to McMaster University students, faculties and departments. We operate teams at the McLean Centre for Collaborative Discovery (MCCD).
General Description
The Customer Experience Associate acts as the first point of contact between all customers and the department. Responsible for receiving and assessing all incoming requests for products and services and preparing production instructions for all areas of operation, including Printing Services, Creative Services, and Fleet Services. Interacts with clients to determine their expectations and translate their needs into technical specifications. Requires a thorough understanding of print production processes and the ability to work through complex, multi-component jobs. This position plays a critical role in prioritizing competing requests and ensuring deadlines are consistently met. . Performs shipping and receiving duties for the department.
Purpose and Key Functions
- Assess all incoming requests for services and prepare production instructions for print, signage, wide format, bindery, shipping, outsourcing, design, multimedia, and sub-contracting activities.
- Review project specifications, including signage type, product details, printing details, including size, materials, installation requirements, and deadlines to understand the scope of work.
- Review creative services specifications for graphic design and multimedia requirements, including timelines, budget, and scope of work.
- Translate project specifications into print production and graphic design instructions.
- Prepare production instructions and ensure that all applicable production processes have been identified and articulated clearly and concisely.
- Meet with and identify customer expectations regarding technical specifications such as paper, ink colours, quantity selection, and printing process finishing options.
- Review all client files, including bleeds, crop marks, resolution, format, size requirements, and samples submitted and prepare customer quotations and estimates taking into consideration all relevant specifications and production processes required to produce the printed materials.
- Price projects on various presses or printing technologies offered by the division in an effort to maximize efficiencies and revenues.
- Collect, analyze and summarize information related to the decision making process and provide recommendations for review by manager.
- Build and maintain sustainable relationships with customers through open, respectful and interactive communication.
- Greet visitors, answer or redirect inquiries in person, by telephone and via email/digitally and respond independently to requests that are specific in nature and require a thorough knowledge of established policies and procedures.
- Liaise with area supervisors, production assistants, designers, customers, vendors and other production staff in the department.
- Liaise with commercial printers and finishers to ensure the best fit for each project outsourced.
- Source contracted services, identify vendors, and obtain and communicate quotes.
- Update and maintain knowledge of copyright law.
Supervision
- Ensure adherence to quality standards and precedures for short-term staff.
Provide orientation and show procedures to others
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