Onsite Printer Support

Job Title: Onsite Support Analyst

Location: Syracuse, NY

Duration: 36 months

**They are looking for a territorial coverage when needed (mileage reimbursed) from Syracuse , Binghamton, Liverpool, Watertown, Auburn, Rome and Oswego

Key Responsibilities:

• Respond to Service Tickets: Diagnose and repair all onsite models.
• Create Operational Practices: Monitor service levels and implement improvements.
• Customer Interface: Serve as the primary point of contact to enhance customer satisfaction.
• Process Improvement: Develop continuous improvements within Managed Services.
• Collaboration: Assist Operations and Project Teams during technology implementations, including inventory management and IMAC tracking.
• Facilitate Meetings: Lead weekly/monthly status meetings and provide project updates.
• Conduct Performance Reviews: Organize monthly/quarterly/annual performance evaluations as needed.
• Training Responsibilities: Deliver Train-the-Trainer and end-user training.
• Reporting Metrics: Provide necessary metrics and data for SLA fulfillment.
• Business Management: Develop processes for consumable management, asset tracking, and technical support.
• Implementation Planning: Document plans for business phase extensions.
• Analyze Operations: Collaborate with Operations to define customer requirements and document workflows.
• Operational Recommendations: Implement techniques to improve productivity and reduce costs.

Additional Responsibilities:

• Relationship Building: Enhance relationships with the customer.
• Special Projects: Take on additional activities as needed.

Experience and Background:

• 5 years customer service experience in printer repair support.
• Experience interacting with customers, including executives.
• Background in technology solution operations.
• Skills in documenting current and future business processes.
• Strong analytical skills and proficiency in Excel and Word.
• Technical Expertise: Printer repair, software driver implementation, network management, and protocols (SNMP).

Personal Characteristics:

• High energy and ability to manage multiple projects simultaneously.
• Self-motivated, able to work independently.
• Strong analytical and problem-solving abilities.
• Outgoing and well-organized, with excellent communication skills.

Organizational Relationships:

• Reports to Customer Operations Manager.