Senior On-Site Service Specialist

Senior On-Site Service Specialist

POSITION PROFILE

Provides operations functions in one or all of the following areas: operates high volume duplicating, production, sorting, mailing, or bindery equipment; performs associated copying tasks; ships and receives product and supplies; sorts, distributes and handles incoming and outgoing mail/faxes; applies necessary postage; provides copier maintenance and/or repair of customer site equipment. May also perform bindery, QC and final check, housekeeping, file services, call center representative, and reception duties.

This position reports directly to the Site Manager, Site Supervisor or Assistant Site Manager, depending on site personnel configuration.

Responsibilities

• Runs high volume/production copy machines and performs binding and finishing work.
• Ensures convenience copiers are working properly and checks quality via daily inspections; clears paper jams and informs technicians of specific problems.
• Perform basic equipment troubleshooting and escalate calls to technicians.
• Performs setup of equipment as prescribed by the customer (toner add, stock paper, etc.).
• Performs duties of scanning and/or imaging documents.
• May perform reception services on a temporary/occasional basis.
• Maintains records for management reports and inventories of supplies.
• Distributes office supplies, fax transmissions and mail to personnel and/or designated drop-off points.
• Calculates charges for jobs performed and maintains logs; may generate reports.
• Responds to and coordinates all service calls required by customers.
• May perform filing duties in conjunction with specific customer requests.
• Delivers completed jobs to pre-determined customer locations within and outside of the site.
• Maintains daily meter and service logs; may travel between customer buildings.
• Answers customer questions regarding status or feasibility of job requests.
• Ensures upkeep of convenience copier areas by keeping them neat and stocked.
• Performs duties related to the shipping and receiving of materials.
• May perform meeting room and conference room set ups; light building maintenance as needed.
• May require periodic overtime on nights and weekends, including off-hour emergency response.
• Operates related equipment (shrink-wrap, paper cutter, hole driller, bindery, jogger, tape machine, stackers, electric stapler, scales) as part of job.

Qualifications (Education, Experience and Certifications)

• Requires high school diploma or GED; 1-2 years of related work experience.
• Some related copy job experience is preferred.
• May require valid driver’s license and minimum auto insurance coverage per Ricoh.
• Demonstrates competency in basic computer skills including proficiency in MS Office Suite.

Knowledge,

Skills And Abilities

• Working knowledge of copier and related equipment; repair experience preferred.
• Understanding of shipping/receiving procedures.
• Basis electronics knowledge preferred.
• Ability to work independently and flexibly to complete projects.
• Ability to determine correct packing materials and check packing slips for accuracy.
• Ability to comprehend instructions concerning mail delivery.
• Strong troubleshooting and problem-solving skills.
• Ability to read and comprehend technical information from manuals and parts books.
• Excellent customer relations and verbal communication skills.

Working Conditions

• Frequent exposure to copier/fax machine noise, toner, and varying room temperatures; potential for paper cuts from handling paper.
• Exposure to weather conditions when moving between buildings; potential for injuries from equipment transport.
• Daily interaction with customers, employees, managers, and Dispatch; occasional contact with vendors and repair personnel.
• Must handle tight deadlines and high-stress situations at times.
• Physical demands may include standing, walking, bending, reaching, and lifting up to 50 lbs; moving machines up to 400 lbs as needed.

The above statements describe the general nature and level of work; they are not an exhaustive list of responsibilities, skills, efforts, or conditions associated with the job.