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Canon USA · 2 days ago

Client Service III Representative: Device Maintenance

Pennsylvania, United States

Full-time

Onsite

Entry, Mid Level

$20.54/hr - $28.20/hr

2+ years exp

Canon USA is a global leader in digital imaging and innovation, dedicated to exceeding customer expectations. The Client Service III Representative is responsible for ensuring customer satisfaction through the performance and maintenance of reprographic equipment, while also addressing client concerns and overseeing workflow among staff.

Consumer ElectronicsDigital MediaElectronicsHardwareManufacturingPhotographyProductivity Tools

No H1B

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

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

Qualification

Customer service experienceTechnical knowledgeMultitasking abilityCommunication skillsLift 50lbsWork independently

Required

HS Diploma, GED, or equivalent experience required, plus 2 to 4 years of related experience

Prior experience in a customer service environment

Good computer skills/technical knowledge

Ability to multitask and prioritize in order to meet deadlines

Good customer service and communication skills

Ability to work with minimal supervision

Ability to work OT as needed

Required to take all necessary steps to obtain security and/or other clearances required by customers to enter the customers' premises

May require driving between multiple client locations, may also require a personal vehicle (valid driver's license and acceptable driving record necessary)

Ability to lift up to 50lbs

Ability to spend extended periods of time standing, bending, walking, reaching, and pulling while performing duties