Field Technical Spt Rep III

Field Technical Support Representative III

The primary role of the on-site administrator is to provide first level support for printer issues. The on-site administrator should be able to locate printers in an office or manufacturing plant environment. This individual should be able to change toners, fusers, rollers and have good technical aptitude for triaging printer, scan, copy, and fax issues. The on-site administrator will be responsible for documentation, escalation, and communicating details of a service call to the Service Desk and the customer.

The On-site Administrator will represent in the Ford Motor Company environment. The successful candidate will effectively address service tickets while keeping customer satisfaction at the core of every decision and behavior.

Responsibilities:

• Replace toner and maintenance kits.
• First level diagnosis and troubleshooting of printer hardware issues.
• Address paper jams and other minor printer issues (excluding paper replacement (customer).
• Install spare units as necessary to meet SLA requirements.
• Build positive relationships with customers, coworkers, and vendors.

Requirements:

• Previous experience in customer support role.
• Excellent documentation and organizational skills.
• Mechanical aptitude with an IT background.
• Positive attitude with a desire to help where needed.
• Effective communication skills and active listening.
• Customer focus and adaptability to different personality types.
• Ability to multi-task, set priorities and manage time effectively.
• Ability to take direction, work within a team and follow processes.
• High school degree.
• Able to walk long distances.
• MUST have reliable transportation.

Additional Characteristics Desired:

• Overall familiarity with printer hardware.
• Microsoft Suite experience (Word, Excel, PowerPoint).
• Basic understanding of IT Infrastructure such as Networking, print servers & PCs.