One of our well-established printing clients is looking for a Customer Service Representative (Print Management Exp.)
Contract term is 12 months with the possibility of an extension
Location: Winnipeg, MB
"The start date of this job is flexible and in order to find the best candidate the job may remain open much longer than the date mentioned on this posting... or you may be asked to start sooner than the expected start date if you are able to do so !"
Please read the job description below. If this interests you, please send a MS-Word version copy of your resume (ASAP) along with a telephone contact number: E-mail to padhikari@teamrecruiter.com
Please mention the job title above in the subject line
The recruiter in charge of this role is Prakash
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Requirements:
Responsibilities:
Note: This role will be split between two locations
Essential Functions:
Client Relationship Management: Serve as the primary customer contact for equipment support and service Coordinate Move/Add/Change (MAC) process
Provide on-going end user training on equipment
Services Delivery: Basic device cleaning and replacement of operator accessible parts and consumables per equipment specifications. Break-fix activities account for 70% of role
responsibilities.
Provide IP address support
Perform basic equipment problem diagnosis
Point of contact for equipment removal and delivery for onsite support
Contact service as required (Xerox and 3rd party)
Utilize Xerox web-based applications as required to include Service Call Handling
Accurate call reporting on Equipment in Xerox designated systems
Remote Service call onsite support Driving (if required for duties)
Download and install printer drivers on end-user equipment
Perform printer mapping to PC as required
Escalate printer network issues to appropriate resource
Physical as well as remote device management and control
Device Configuration (Enter IP address, scanning templates, User access levels. Scan to File/Email, etc)
Monitor/apply current software updates/patches
On site contact for remote solve resolutions requiring technical expertise
Non-Xerox device management as required
Perform remote device monitoring and remote solve (Xerox Device Management)
Identify and promote Xerox Office Solutions
Pro-actively manage consumables and supplies using the DOS calculator
Maintain on-site operator replaceable parts inventory
Collect equipment meter information and submit for billing purposes
Perform Data Entry for activity and asset tracking
Manage and maintain on-site parts inventory
PM the devices on an annual basis and keep track for the customer
Using the customer internal processes to have printers moved, picked up and deployed.
Qualifications:
Skills/ Abilities:
Lift and move up to 50 pounds
Customer service and communication skills
Ability to manage multiple tasks
Perform duties with minimal supervision
Basic Equipment problem solving and diagnosis per training provided
Customer problem resolution including escalation as required
Coordinate work tasks to ensure fulfillment of SOWs
Track and report account information as required
1-2 years relevant experience resolving customer and equipment printing issues
Able to demonstrate business maturity and professionalism
Planning, organizing, executing, and controlling skills
Ability to assess issues, define causes, and prioritize/execute solutions
Self-initiative and results oriented while being a team player
EXPERIENCE:
Minimum 1 year in a Customer Service environment with relevant experience, and 2 years' experience resolving equipment printing issues
EDUCATION: LEVEL 1: Minimum High School diploma
Please note that this is the most up to date version of job description available at this time - During Client Interview you will receive additional information - variance may apply !
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Have a great day.
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