Client Svc III Rep: Device Maintenance

Canon

407d • $42,744 - $58,656

About The Position

The Client Service III Representative for Device Maintenance at Canon Solutions America is responsible for ensuring customer satisfaction through the maintenance and performance of reprographic equipment at client locations. This role requires strong communication skills, the ability to address client concerns effectively, and a focus on providing excellent customer service. The representative will oversee workflow, manage service activity records, and contribute to the development of site procedures while maintaining a high standard of service delivery.

Requirements

• High School Diploma, GED, or equivalent experience required.
• 2 to 4 years of related experience in a customer service environment.
• Good computer skills and technical knowledge.
• Ability to multitask and prioritize to meet deadlines.
• Strong customer service and communication skills.
• Ability to work with minimal supervision.
• Willingness to work overtime as needed.
• Required to obtain security and/or other clearances required by customers to enter their premises.
• May require driving between multiple client locations; 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.

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 on account activity.
• 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.
• 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 and assists end-users in basic functionality of equipment.
• Records meter reads and maintains service activity reports.
• Monitors supplies and restocks inventory.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) Savings Plan
• Discretionary profit sharing
• Discretionary success sharing
• Educational assistance
• Recognition programs
• Vacation
• Paid holidays

What This Job Offers

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