Field Service Technician/Area Customer Service Coordinator

SGS_JOB_3057

Business Support
 Michigan
Field Technician
IT Technician
Printer Technician
Printer
Toner
Helpdesk

Contract - 06+ Months Extendable

Location : Southfield, MI 48075 Shift: Mon – Fri 8 AM – 5 PM Dress Code: Business casual for all locations Our sites deliver mail, do print jobs putting them together, answering the phones changing toner in the machines placing service calls for the machines. Strong customer service skills, someone who can deal with change, fast learner, deals well under pressure will be successful. There is walking to deliver toner and mail lifting 50 lbs. There is free parking if they must pay reimburse.

Job Responsibilities:

  • An integral member of the service team by supporting the daily operations for all contracted services at customer accounts within a geographical area
  • Assists management with process improvement, procedural testing and validation and ensuring field compliance with operational best practices.
  • Support the Field Implementation Managers with the implementation of new customer accounts and service expansions.
  • Assists with onboarding new team members and cross training peers
  • Assists with the development of Site Procedure Guides and sharing best practices throughout geographical areas.
  • Routinely inspects Site Procedures Guide for accuracy and compliance
  • Knowledgeability of all contracted services within assigned customer accounts
  • Performs daily visual inspection of site services and Ricoh and customer compliance to safety.
  • Provide feedback on site experience via survey tool or any other forms to help improve customer experience, internal and external.
  • May require “standing in” for absences or vacations of the onsite resources, that may also include site management.
  • Provides, executes, and supports all aspects of services, which entails traveling to and from various accounts.
  • Creates and maintains a customer-focused environment
  • Responsible for customer satisfaction by engaging in end-user feedback.
  • Responsible for escalating customer issue to ESM/AOM and support the resolution to completion.
  • Communicates effectively and responds quickly to customers and end user communication
  • Collects data and is knowledgeable of the tools and methods used for the completion of the Monthly Operations Review as directed

Skills:

  • Be able to use Microsoft, word, excel, outlook, and PowerPoint.

Education/Experience:

  • Verifiable High School diploma or GED is required.

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