Device Maintenance Representative: Equipment Specialist

1 week ago

New York, New York, United States Canon Solutions America, Inc. Full time

About the Role

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As a Device Maintenance Representative, you will play a crucial role in ensuring customer satisfaction through the performance and maintenance of reprographic equipment at client locations. With advanced proficiency in site operations and procedures, you will possess strong communication skills to effectively receive and address client concerns.

This is a customer-facing position that requires compliance with customer policies and protocols, including COVID-19 vaccination measures. To excel in this role, you must have prior experience in a customer service environment, good computer skills, and the ability to multitask and prioritize tasks to meet deadlines.

In addition to your technical skills, you should possess excellent customer service and communication skills, with the ability to work with minimal supervision. This position may require driving between multiple client locations and working overtime as needed.

The successful candidate will be responsible for maintaining routine upkeep of equipment, evaluating issues, and notifying the service department when necessary. You will also be required to deliver paper, assist end-users with basic functionality of equipment, record meter reads, and maintain service activity reports.

Main Responsibilities:

  • Promptly inform supervisors of potential problems or customer concerns.
  • Review and respond to management and client requests via emails, phone calls, text messages, and verbal communication.
  • Provide exceptional customer service and focus on resolving issues efficiently.
  • Contribute to the creation of the Site Procedure Guide to ensure all account processes are properly recorded.
  • Oversee workflow and job balance between staff, ensuring tasks are completed within account SLA requirements.
  • Communicate and train team members on changes to workflow or procedure.
  • Manage daily and monthly records on service activity.
  • Effectively communicate with clients and staff.
  • Serve as the main point of contact to clients for daily activity and participate in client meetings on account activity.
  • Participate in the development, preparation, and presentation of formal reporting requirements to clients.
  • Point of escalation onsite to address and remediate client concerns.
  • Maintain site procedure guides documenting workflow processes and procedures.

Device Maintenance:

  • Responsible for customer satisfaction through the performance and maintenance of reprographic equipment at client locations.
  • FOLLOW DAILY ESTABLISHED MAINTENANCE PROCESSES AND PROCEDURES.
  • Maintain routine upkeep of equipment, including cleaning glass and surfaces, clearing paper jams, replenishing toner, and loading paper.
  • Evaluate equipment issues and notify the service department if unable to resolve.
  • Deliver paper.
  • Assist end-users with basic functionality of equipment. Record meter reads.
  • Maintain service activity reports.
  • Monitor supplies and restock inventory.

About You: The Skills & Expertise You Bring

Please note that this is a customer-facing role, requiring compliance with customer policies and protocols. HS Diploma, GED, or equivalent experience is required, along with 2-4 years of related experience. Prior experience in a customer service environment is essential, as well as good computer skills and the ability to multitask and prioritize tasks to meet deadlines.

Salary Range: $20.55 to $28.20 per hour (estimated based on location and industry standards)

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