Job Description

Duration : 12 Months (Possibility of extension/conversion based on the performance & the budget)

Client : One of the largest provider of office and production digital printing solutions and printers

Overview :

IT Field Technician is a full time dedicated resource who will be located in the Seattle area and will work closely with the Client and will have regular onsite meetings with Client IT leadership, along with the Supplier Support Team and Account Manager.

Duties :

• Monitor and support by using the tools and processes to ensure timely toner delivery and accurate service and other support provisions.
• Will have access to all the support staff and tools from Supplier to manage the day-to-day operations of Supplier’s machines and software.
• Must complete and adhere to standards for annual Compliance training. The training is scheduled in advance and typically requires approximately 8-20 hours to complete and covers such topics as Genoa security, HIPAA rules, workplace ethics, code of conduct and other related topics.
• Will be equipped with mobile devices that will alert them to a service call or request for support to be dispatched from our Call Center.
• Will also assist with general account management responsibilities. After implementation, Supplier will collaborate with Client on a continual basis to review the OSA job description and provide recommendations for improvement based on advanced technology tools for delivery and transparency of services in real time.
• Manages business document output devices (Printers and Multi-Function Devices) at Supplier’s Client location(s) with a focus on maximizing uptime, utilization and user satisfaction while minimizing costs. They will assist other site team members in developing, implementing and managing ongoing site operations.
• Monitors all facets of the fleet program to ensure that Supplier’s performance standards are maintained and Client requirements (contracted service levels) are consistently met.
• Engages Supplier and/or third party resources to anticipate and prevent problems, as well as to remedy problems as they occur.
• Acts as a supporting interface to all Client locations for management of performance issues.
• Monitors the parts and supplies procurement and distribution program, as well as an onsite inventory of key parts and supply items, including waste toner bottles.
• Monitors Call/Support Center activity to ensure service response requirements are met and that parts arrive in support of dispatched service technicians at the appropriate place and time.
• Coordinates and tracks machine moves, machine removals and new machine installations.
• Manages the collection of periodic meter readings, including review and validation.
• Will work closely with Client to integrate with the chosen help desk ticketing platform of Client.
• Proactively manages proper configuration including set up of consistent workflow scanning settings for all locations. For example, DHCP and MAC Address.
• Proactively manages firmware version prior to installation of new and swapped Multi-Function Devices to ensure ease of implementation. Maintains/updates the Supplier Fleet Management databases and generates/distributes appropriate periodic reports.

Qualifications :

• Fleet management, customer service break fix, networking, clear communication, willingness to learn.

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