Client Service II Representative- Device Maintenance

Canon U.S.A., Inc.•New York, NY

1d•Onsite

About The Position

This role requires advanced proficiency in site operations and procedures, with the ability to assign tasks to colleagues and manage team responsibilities. The primary focus is on customer satisfaction through the performance and maintenance of reprographic equipment at customer locations. Responsibilities include following daily maintenance processes, routine equipment upkeep (cleaning, clearing jams, replenishing toner, loading paper), evaluating and escalating equipment issues, delivering paper, assisting end-users with basic equipment functionality, recording meter reads, maintaining service activity reports, and monitoring/restocking supplies. The role may also involve responsibilities related to Copy/Print Production, Copier Maintenance, Mail/Courier Services, Reception/Office Services, Shipping/Receiving, Inventory Services, Warehouse, and File Room/Records File Services, depending on the assigned location. The position requires attending cross-functional trainings for coverage purposes and may involve changes in site responsibility or location based on client and/or division needs. This is a customer-facing role requiring compliance with customer policies, which may include COVID-19 vaccination and other related measures.

Requirements

HS Diploma, GED, or equivalent experience required.
1 to 2 years of related experience.
Prior experience in a customer service environment.
Good computer skills/technical knowledge.
Ability to multitask and prioritize in order to meet deadlines.
Good customer service and communication skills.
Ability to work with minimal supervision.
Ability to work OT as needed.
Required to take all necessary steps to obtain security and/or other clearances required by customers to enter the customers' premises.
May require driving between multiple client locations, may also require a personal vehicle (valid driver's license and acceptable driving record necessary).
Ability to lift up to 50lbs.
Ability to spend extended periods of time standing, bending, walking, reaching, and pulling while performing duties.
Must be legally authorized to work in the United States.
All applicants must reside in the United States at the time of hire.
The Company will not pursue or support visa sponsorship.

Responsibilities

Promptly informs supervisor of potential problems or customer concerns.
Promptly reviews and responds to management and client requests via emails, phone calls, text messages and verbal.
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.
Responsible for communicating and training team in changes to workflow or procedure.
Oversees and 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 on account activity.
Responsibilities may include Copy/Print Production/Copy Center, Copier Maintenance, Mail/Courier Services, Reception/Office Services, Shipping/Receiving, Inventory Services, Warehouse, File Room/Records File Services based on assigned location.
Attends cross-functional trainings to ensure ability to provide coverage when short-staffed.
Site responsibility and location of coverage may change based on client and/or division needs.
Responsible for customer satisfaction through the performance and maintenance of reprographic equipment at customer location.
Follows daily, established maintenance processes and procedures.
Maintains routine upkeep of equipment including cleaning glass and surfaces, clearing paper jams, replenishing toner and loading paper.
Evaluates equipment issues and notifies service department if unable to resolve.
Delivers paper.
Assists end-users in basic functionality of equipment.
Records meter reads.
Maintains service activity reports.
Monitors supplies and restocks inventory.