Managed Services Field Support Specialist

UBEO Business Services, the premier provider of business technology products and services, is seeking to hire a Managed Services Field Support Specialist to join our team in Austin, TX.

UBEO is a distributor/servicer of document equipment and software solutions. Primary products include Xerox, Ricoh, Canon and Konica Minolta multi-functional equipment and Kyocera printers. UBEO specializes in electronic document management software and integrations.

The primary responsibilities of this position is as follows:

Department: Field Service
Reports To: Field Service Manager
FLSA Status: Full Time / Non-Exempt / Hourly

Purpose

The Managed Services Field Support Specialist (FSS) acts in a supporting role for the UBEO Services teams at various locations and clients.

This position will provide dedicated on-site support at the Tesla location in Austin.

Responsibilities

• Supports the Area Program with implementation of the MPS+ solution. This may include UDCA implementation, equipment installation, asset tagging, setting supply inventory par levels, asset validation and process creation/documentation.
• Monitors all facets of the Managed Print Service Plus (MPS+) program to ensure that UBEO performance standards are maintained, and customer requirements (contracted service levels) are consistently met.
• Engages UBEO and/or third-party resources to provide proactive maintenance, as well as ongoing maintenance to ensure Service Level Agreements are met.
• Acts as a supporting interface to outside contractors for management of performance issues.
• Monitors the just-in-time (JIT) parts and supplies procurement and distribution program, as well as an onsite inventory of key parts and supply items.
• Monitors Call/Support Center activity to ensure service response requirements are met. Coordinates, tracks, and reports machine moves, machine removals, and new machine installations.
• Assists with end user training for equipment installations.
• Deliver mail, packages, copy products and stationery to assigned group/location per daily schedule. Ensure that all packages received/delivered are shipped and/or delivered same day, or alternatively consignee with be advised of next day delivery
• Ensure all shipped packages are adequately protected against damage.
• Process shipment request with vendor, advising package owner of arrangements.
• Stock copy rooms and provide first response for copier fleet production needs such as clearing jams (no tool repairs) and determining if a technician is needed.
• May perform other duties to include but not limited to monitoring on-line production/copy requests, setup of conference rooms for client meetings, and answer telephones in a professional manner, direct calls, and take messages.
• Manages the collection of periodic meter readings, including review and validation.
• Acts as a liaison for the customer in all matters concerning the fleet. Engages with customer's facilities team, IT group, etc. to ensure proper implementation and post-installation support is provided.
• Conducts implementation of national launch programs/processes including field training.
• Performs other duties as assigned.

Supervision: Supervised

Job Related Dimensions

• Track record of integrity and trustworthiness with confidential/sensitive information.
• Ability to plan, organize, and multi-task in a fast-paced environment.
• Demonstrate confidence with a high degree of professionalism.
• Very strong attention to detail and problem-solving skills are essential.
• Takes ownership of job responsibilities with personal pride and accountability.
• Very prompt, hardworking, and loves what they do.
• Ability to work independently with little supervision required.
• Ability to remain calm while working under pressure in a busy environment.
• Ability to work within the timeframe of standard policies and procedures and not miss deadlines/due dates.
• Ability to maintain confidentiality related to sensitive company and employee information.
• Excellent ability to multi-task, prioritize and problem-solve in a busy, fast-paced environment.
• Proficiency in MS Word, Excel, Outlook, and PowerPoint is essential.
• Exhibit extraordinary discretion, confidentiality, flexibility, and willingness to work closely with our team.
• Excellent time, leadership, and management skills.
• Excellent written and verbal communication skills.
• Strong professionalism and organizational and planning skills.
• Regular and reliable attendance.

Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Excellent written and verbal communication skills.
• Ability and flexibility to travel to various work locations throughout the Austin Area as needed to service various clients and locations.
• Intermediate skills with Microsoft Office Suite, handheld mobile technologies, and applications.
• Ability to use computer system to record materials received and shipped.
• Good driving record.

Physical Demands & Work…