Customer Support Rep-Printing

2 months ago

New Albany, United States Achieveplacement Full time

* Achieve Placement

+ Jan 21, 2020

+

+ 3 min read

**Customer Support Rep-Printing - New Albany, OH 43054**

Customer Support Representative -Printing

New Albany, OH

Direct Hire

About the Company:

Our client is a business technology management company providing a variety of IT, office, and production hardware as well as consulting services and software. This family owned and operated company is in the need of an On-Site Coordinator to serve as the primary point for all Print Support needs at one of their local customer locations.

Job Description:

Perform general maintenance for convenience copiers and printers at customer site. The performance of these duties will require monitoring service issues, maintaining equipment, anticipating and correcting problems, maintaining necessary supplies at each device to include toner and paper. Perform monthly meter reads and report them to the company.

Job Duties:

-Function as a liaison between a business technology management company and its customer to maintain/increase established service levels.

-Determine stock / supply inventories are properly maintained and ordered on a timely basis to ensure necessary quantities and varieties of stock are available.

-Manage paper inventory and paper delivery weekly (50-70 pound boxes).

-Company will check the trend of use of consumable items and will make sure there are enough inventories on hand to keep a smooth operation with no downtime.

-Company will arrange for the disposal of all empty toner cartridges and related supplies.

-Coordinate copier maintenance (with ALL vendors), cleaning and repairs, deliveries and pickups.

+Company will handle problems and questions from users by phone or walk-up or e-mail. (within 30 minutes of notification by the user)

+Company will monitor equipment that is connected to network and notify IT dept. if discovery of network trouble (as soon as the trouble is discovered).

+If there is a problem from other than the unit itself (network, printer driver), IT will be contacted.

+If engineer is needed, Company will call for the repair and follow-up to ensure unit is working.

+If service repair technician is required, Company will coordinate and obtain security access from a designated client associate.

+Maintenance of copiers: add paper, add toner, add staples, clean glass, clear paper jams, obtain supplies

-Conduct quality checks and maintenance to ensure equipment is clean and fully operational

-Collect monthly meter readings and monitor/report copier activity and usage via Company supplied DCA

-Remove all paper jams and coordinate repairs

-Quickly alert Company Service Technicians for service when appropriate

-Assist with ongoing training at the customers location

-Maintain the security of all confidential information and abide to both Company and Client confidentiality agreements

-Learn the job functions of all other team members in order to ensure a very high level of service.

Expectations

Physical:

-Ability to lift 50-70 pound boxes frequently

Attendance:

-Ensure a very high level of attendance to ensure that workload is consistently handled on a day-to-day basis.

Attention to Details

-Ensure a very high level of accuracy and make certain that each task is completed on time and with 100% accuracy.

Communication:

-Continually update Operations Supervisor of any problems or concerns.

-Ensure communication is open and honest and problems are quickly communicated and resolved.

Customer Service:

-Project a professional image and attitude, and be an effective role model for others to ensure the best possible customer service for our clients.

-Provide positive, 'can do' environment.

-Never say 'never.'

-Increase client awareness of how to best utilize Company equipment.

Image, Attitude and Approachability:

-Consistently be aware of need to project positive and approachable attitude for all clients.

-Exhibit professional behavior.

-Proactively take descriptive notes, ask concise questions to gain information, Never say 'I don"t know' but rather 'I"ll find out.'

Process Improvement:

-Continually evaluate current service levels and look to improve processes.

Quality Assurance:

-Strive to provide high quality products within established time-frames. Wherever possible, under-promise and over-deliver

-Provide services of the highest possible quality in accordance with established standards.

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