Client Svc III Rep: Device Maintenance

Canon

389d • $42,744 - $58,656

About The Position

The Client Services III Representative for Device Maintenance is responsible for ensuring customer satisfaction through the performance and maintenance of reprographic equipment at client locations. This role requires advanced proficiency in site operations, strong communication skills, and the ability to address client concerns effectively and promptly. The representative will oversee workflow, manage service activity records, and serve as a point of contact for clients, ensuring adherence to account service level agreements (SLAs).

Requirements

• High School Diploma, GED, or equivalent experience required, plus 2 to 4 years of related experience.
• Prior experience in a customer service environment.
• Good computer skills/technical knowledge.
• Ability to multitask and prioritize to meet deadlines.
• Good customer service and communication skills.
• Ability to work with minimal supervision.
• Ability 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, necessitating 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.

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.
• Responsible for various services including Copy/Print Production, Copier Maintenance, Mail/Courier Services, and more 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

What This Job Offers

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