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.
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