Office (DocuCare) Level 3 – emergiTEL

Title of the Job: Office (DocuCare) Level 3

Location: Winnipeg, MB

Job Description: Essential Functions:

• Client Relationship Management: Serve as the primary customer contact for equipment support and service Coordinate Move/Add/Change (MAC) process
• Provide on-going end user training on equipment
• Services Delivery: Basic device cleaning and replacement of operator accessible parts and consumables per equipment specifications. Break-fix activities account for 70% of role responsibilities.
• Provide IP address support
• Perform basic equipment problem diagnosis
• Point of contact for equipment removal and delivery for onsite support
• Contact service as required
• Utilize web-based applications as required to include Service Call Handling
• Accurate call reporting on Equipment in designated systems
• Remote Service call onsite support Driving (if required for duties)
• Download and install printer drivers on end-user equipment
• Perform printer mapping to PC as required
• Escalate printer network issues to appropriate resource
• Physical as well as remote device management and control
• Device Configuration (Enter IP address, scanning templates, User access levels. Scan to File/Email, etc)
• Monitor/apply current software updates/patches
• On site contact for remote solve resolutions requiring technical expertise
• Non- device management as required
• Perform remote device monitoring and remote solve
• Identify and promote Office Solutions
• Pro-actively manage consumables and supplies using the DOS calculator
• Maintain on-site operator replaceable parts inventory
• Collect equipment meter information and submit for billing purposes
• Perform Data Entry for activity and asset tracking
• Manage and maintain on-site parts inventory
• PM the devices on an annual basis and keep track for the customer
• Using the customer internal processes to have printers moved, picked up and deployed.

Skills / Abilities

• Lift and move up to 50 pounds
• Read write and follow basic English instructions
• Customer service and communication skills
• Ability to manage multiple tasks
• Perform duties with minimal supervision
• Basic Equipment problem solving and diagnosis per training provided
• Customer problem resolution including escalation as required
• Coordinate work tasks to ensure fulfillment of SOWs
• Track and report account information as required
• 1-2 years relevant experience resolving customer and equipment printing issues
• Able to demonstrate business maturity and professionalism
• Planning, organizing, executing, and controlling skills
• Ability to assess issues, define causes, and prioritize/execute solutions
• Self-initiative and results oriented while being a team player

EXPERIENCE: Minimum 1 year in a Customer Service environment with relevant experience, and 2 years’ experience resolving equipment printing issues
EDUCATION: LEVEL 1: Minimum High School diplomaEDUCATION VERIFICATION (all levels): Yes

Company Name: emergiTEL

Salary:

Apply for the job!