Client Service III Representative- Device Maintenance

Canon • New York, NY

244d • $20 - $28

About The Position

The Client Service III Representative - Device Maintenance is responsible for ensuring customer satisfaction through the performance and maintenance of reprographic equipment at customer locations. This role requires advanced proficiency in site operations and procedures, strong communication skills, and the ability to effectively address client concerns in a timely manner. The representative will oversee workflow, manage service activity records, and serve as a point of contact for clients, participating in meetings and reporting requirements. The position also involves routine maintenance of equipment, including cleaning, troubleshooting, and inventory management.

Requirements

• High School Diploma, GED, or equivalent experience required.
• 2 to 4 years of related experience in a customer service environment.
• Valid driver's license and acceptable driving record necessary for driving between multiple client locations.
• Good computer skills and technical knowledge.
• Strong customer service and communication skills.
• Ability to work overtime as needed.
• Ability to lift up to 50lbs.
• Ability to multitask and prioritize to meet deadlines.
• Ability to spend extended periods of time standing, bending, walking, reaching, and pulling while performing duties.
• Ability to work with minimal supervision.

Responsibilities

• Promptly informs supervisor of potential problems or customer concerns.
• Reviews and responds to management and client requests via emails, phone calls, text messages, and verbal communication.
• Focuses on providing excellent customer service.
• Contributes to the creation of the Site Procedure Guide to ensure all account processes are properly recorded.
• Oversees workflow and job balance between staff and ensures tasks are completed within account SLA requirements.
• Communicates and trains team in changes to workflow or procedure.
• Manages daily and monthly records on service activity.
• Effectively communicates with the client and staff.
• May serve as the main point of contact to the client for daily activity and participate in client meetings.
• Participates in the development, preparation, and presentation of formal reporting requirements to the client.
• Acts as a point of escalation onsite to address and remediate client concerns.
• Maintains the site procedure guide documenting workflow processes and procedures.
• Responsible for customer satisfaction through the performance and maintenance of reprographic equipment.
• Follows daily maintenance processes and procedures.
• Maintains routine upkeep of equipment including cleaning, clearing jams, replenishing toner, and loading paper.
• Evaluates equipment issues and notifies service department if unable to resolve.
• Delivers paper and assists end-users in basic functionality of equipment.
• Records meter reads and maintains service activity reports.
• Monitors supplies and restocks inventory.

Benefits

• Competitive compensation package including medical, dental, vision.
• 401(k) Savings Plan.
• Discretionary profit sharing and success sharing.
• Educational assistance.
• Recognition programs.
• Vacation and paid time off.
• Employee referral bonus.
• Employee discounts.
• Dress for Your Day attire program.
• Volunteer opportunities to give back to the local community.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED