Position Summary: Serve as the primary multi-function device support contact for at the customer site for copier-related issues and is responsible for servicing multi-function devices.
Serve as the primary support contact for 90+ multi-function devices and copier equipment, providing first-level maintenance, escalating service issues according to operating procedures and responding to customer requests by performing the following duties.
Essential Duties & Responsibilities:
Conduct first-level diagnostic tests (to include paper jams, toner replacement, error message troubleshooting, configuration settings, etc.) on machines to determine extent of repair issue; coordinate service technician calls as necessary and provide repair status updates to customer.
Provide tier one multi-function device maintenance to include minor repairs, replenishment of toner and staples, paper jam clearance, and general cleaning during daily copier care rotation.
Troubleshoot network connectivity issues, including eCopy and Authorized Send PIV and coordinate trouble tickets with IT Operations or machine vendor.
Coordinate the installation, movement and configuration of devices to include scheduling vendors and IT Operations support.
Order, maintain, and track necessary supplies for each copier.
Provide preventative maintenance services to maintain high performance of copiers.
Visit each supported machine weekly and conduct quality control checks to ensure appropriate standards are being met.
Monitor inventory of spare parts, paper, toner, staples and place orders accordingly.
Respond to customer requests or monitoring tool notice, providing first response to equipment failure.
Place service calls when first response is unsuccessful and manage service call process through completion.
Provide or coordinate on-site operator training upon request.
Guides break/fix service ticketing and overall service delivery process.
Attends recurring meetings with key customer contacts
Supports sustainability/green initiatives, including best practices in environmentally friendly document output and coordination of recycling programs.
Uses business logic and reporting analytics to make recommendations for fleet optimization/improvement.
Supports key customer initiatives associated with document process.
Create monthly usage reports for purposes of client billing and provide meter readings to the respective vendor.
Track maintenance records for each copier managed.
Follow established customer inquiry process; understand and respond to customer needs and requests.
Communicate customer comments and concerns to project officer.
Promptly inform Site Supervisor of potential problems or customer comments and interact with customers as appropriate to address job specifications.
Maintain full understanding of DCA; conduct daily monitoring proactively to detect service errors and low toner needs.
Education: High School Diploma or equivalent
Minimum one year of facilities management experience
Two to three years of experience in a customer service environment
Prior experience using Microsoft Word and Excel required
Exceptional customer service skills
Advanced skill set in the operation of copier equipment and multi-function devices
Must have intermediate computer skills to include functional knowledge of Microsoft Excel and Word
Ability to organize, prioritize, and juggle multiple tasks to meet deadlines.
Strong interpersonal skills.
Detail oriented to transcribe and quality check information.
Excellent communication skills; speaks clearly and concisely in a professional manner
Willingness to go above and beyond
Work flexible hours with overtime as necessary.
Operation of pallet jack as needed.
Must comply with ethical standards, business practices, confidentiality, professionalism, proper business etiquette and attire
While performing the duties of the job, the employee will regularly walk and stand for extended periods of time and will occasionally push and pull up to 30 lbs.
Special Requirements (Please list such as overnight travel, training or certification that must be completed after employment begins, etc.):
Must pass site security requirements and be able to obtain necessary credentials
Konica Minolta offers:
Competitive compensation program.
Outstanding benefits package (including medical, dental, life insurance).
401(k) plan with matching company contribution.
Generous holiday and paid time off schedules.
Employee Referral Bonus Program.
Ongoing training opportunities.
Visible, exciting work supporting the sales of cutting edge technology and workflow solutions.
Join Konica Minolta and help drive innovation as we transform the Workplace of the Future.™ .
Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.