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Canon U.S.A., Inc.

Client Service III Representative: Device Maintenance

Canon U.S.A., Inc.
  • US
    Philadelphia, Pennsylvania, United States
  • US
    Philadelphia, Pennsylvania, United States

About

Client Service III Representative: Device Maintenance US-PA-Philadelphia Job ID: 33654 Type: Full-Time # of Openings: 1 Category: Office Services PA-Philadelphia-TempleUHeal-MS About the Role Advanced proficiency in site operations and procedures with strong communication skills and the ability to receive and address client concerns in an effective and timely manner. Your Impact Main Responsibilities: - Promptly informs supervisor of potential problems or customer concerns. - Promptly reviews and responds to management and client requests via emails, phone calls, text messages and verbal. - Strong focus on providing good 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. - Responsible for communicating and training team in changes to workflow or procedure. - Oversees and manages daily and monthly records on service activity. - Effectively communicates with the client and staff. - Where appropriate, may serve as 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. - Point of escalation onsite to address and remediate client concerns. - Responsible for maintaining 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. - Monitor and assign new printer service requests and incidents in ServiceNow (service request ticketing systems) during morning hours between 7:00 AM and 10:00 AM. Device Maintenance: -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. -Assists end-users in basic functionality of equipment. Records meter reads. -Maintains service activity reports. -Monitors supplies and restocks inventory. About You: The Skills
  • Philadelphia, Pennsylvania, United States

Languages

  • English
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