Field Service Technician/Area Customer Service Coordinator

Job Responsibilities:

• An integral member of the service team by supporting the daily operations for all contracted services at customer accounts within a geographical area
• Assists management with process improvement, procedural testing and validation and ensuring field compliance with operational best practices.
• Support the Field Implementation Managers with the implementation of new customer accounts and service expansions.
• Assists with onboarding new team members and cross training peers
• Assists with the development of Site Procedure Guides and sharing best practices throughout geographical areas.
• Routinely inspects Site Procedures Guide for accuracy and compliance
• Knowledgeability of all contracted services within assigned customer accounts
• Performs daily visual inspection of site services and Ricoh and customer compliance to safety.
• Provide feedback on site experience via survey tool or any other forms to help improve customer experience, internal and external.
• May require “standing in” for absences or vacations of the onsite resources, that may also include site management.
• Provides, executes, and supports all aspects of services, which entails traveling to and from various accounts.
• Creates and maintains a customer-focused environment
• Responsible for customer satisfaction by engaging in end-user feedback.
• Responsible for escalating customer issue to ESM/AOM and support the resolution to completion.
• Communicates effectively and responds quickly to customers and end user communication
• Collects data and is knowledgeable of the tools and methods used for the completion of the Monthly Operations Review as directed

Skills:

• Be able to use Microsoft, word, excel, outlook, and PowerPoint.

Education/Experience:

• Verifiable High School diploma or GED is required.