- Duration: 12 months revolving (annual extension)
- Location: Wilson, NC
- Customer: Company
JOB SUMMARY:
Responsible for performance, maintenance, and management of the printer and MFP fleet as well as associated software solutions to the Company's satisfaction as a single point of contact to include 1st level printer support through the implementation and management of software deployment. Duties include working within a Customer Focus Team regarding implementation of services, managing the on-going steady state, hardware orders, supplies orders, solutions deployment as well as management, device configuration management, hardware and software/firmware issue resolution and continuously improving the delivery of services.
REQUIRED EXPERIENCE AND BACKGROUND:
WORK HISTORY: Minimum of five (5) years, service-related experience in a customer facing role
Delivery of maintenance and repair of various products
Interacting with customers, including presenting to executives
IT Help Desk support
Remote device configuration to include IT security configuration management
Firmware deployment
Print workflow software management and deployment
Remote device support and diagnosis
Service call management via call management systems (Service Now and D365 experience preferred)
Interpretation of contractual language and obligations
TECHNICAL COMPETENCE:
Maintenance/repair of printers and MFPs
Printer & Multi-function device capabilities and specifications
Excellent skills in all MS Office Suite including: word processing, spreadsheet, and presentation software (demonstratable)
Functional understanding and administration of print driver implementation, IP protocol schema and basic network protocols
MarkVision Enterprise software administration (Preferred) and other network deployment as well as network monitoring applications
Comfortable developing technology standards in conjunction with the customer focused team (CFT)
Implementing a software and hardware support strategy
Maintaining software, and performing device configuration deployments (firmware, settings, security, and solutions via the Management Console or other network management tools)
Demonstrated ability to apply a systematic approach to problem solving through analysis of the problem and evaluation of alternative solutions
Strong analytical skills
PERSONAL CHARACTERISTICS:
Ability to follow direction and work independently
Strong interpersonal skills
Resourceful
Driven to self-improve/learn
Individual must demonstrate a high level of business acumen; ability to get along well with diverse personalities-flexible
High levels of natural and intentional organization capabilities
Strong analytical and reasoning abilities
Mindset that enables solving complex problems in a fast-paced environment while delivering on service promises
Comfortable performing multifaceted projects in conjunction with normal activities
Self-motivated and comfortable working independently in a customer environment
Collaborative mindset to ensure appropriate individuals are involved and communicated to
Excellent communication skills (written and verbal)
KEY METRICS:
Service Level Agreement Attainment
Meter Read Capture Rate
On-time Report Delivery
Consumable Delivery Time
Customer Satisfaction Scores
Creating/Modifying Support Documentation
KEY DELIVERABLES:
Asset Management Reporting
Service Delivery Reporting
Consumable Delivery Reporting
Presentation Modifications/Updates
Presenting Data/Material
Key Process Flows (fleet support activity; supplies order management; service ticket creation, management and tracking; printer and MFP help desk operation, etc.)
ROLES AND RESPONSIBILITIES:
Assistance in providing Maintenance Service and Site Management.
Installation of consumables within onsite location.
Tier 2 help desk support agent.
Day-to-day problem solving and customer interface.
Providing single point of contact for break-fix program.
Troubleshoot and maintain devices within onsite location.
Management of internal support processes as required.
System asset management for installations, moves, adds, and changes.
Consumable contact management.
Proactive consumables management.
Data Collection Manager (LDCM) support.
Management Console (LMC) owner.
Proactive and Predictive Service.
Service call management and closure.
Becoming proficient in utilizing any monitoring tools.
Reporting on data from monitoring tools
Assistance in managing customer print servers & in troubleshooting issues.
Supporting all follow-to-print/badge print managed output and server settings associated with the service.
Creating and maintaining printer process documentation.
Supporting print, firmware, solution, and configuration adherence to customer standards.
Facilitating installation, move, and disposal services.
Initiate ad-hoc billing requests for services rendered.
Responsible to build and grow a high trust relationship with key contacts within the customer environment.
EDUCATION:
BA/BS degree or equivalent IT related experience
Product certifications to service devices
Experience in Windows print services a plus
Experience with deploying solutions a plus
Managed Print Service Onsite Technical Specialist