MFP Solutions Support Engineering

UBEO Business Services, the premier provider of business technology products and services, is seeking to hire a MFP Solutions Support Engineering to join our team in Chico, CA!

UBEO is a distributor/servicer of document equipment and software solutions. Primary products include Canon, Ricoh, Xerox and Konica Minolta multi-functional equipment and Kyocera printers. UBEO specializes in electronic document management software and integrations.

Department: ProIT
Reports To: Director of ProIT Operations
FLSA Status: Full-Time / Exempt

Purpose

The IT MFP Solutions Support Engineering Manager leads the UBEO National ProIT Solutions Support Engineering team. Our Solutions Support Engineering Manager is responsible for overseeing day to day performance of that team, handling escalated client requests, load balancing, and working with other ProIT Managers to meet SLA requirements. Great communication, great customer service, attention to detail, and a positive can-do attitude are crucial.

Supervision

Supervised

Responsibilities

• Manage Service Tickets assigned to the Solutions Engineering team
• Provide technical guidance for the remediation of technical issues
• Prioritization of our Support Engineers’ schedules
• Act as the customer facing point of contact to our clients for escalated service requests
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• QA completed tickets for sound troubleshooting and correct grammar etc
• Coach Engineers on daily interactions and long term goals
• Reliably fulfill daily and monthly tasks
• Service delivery KPI reporting and management
• Validation for labor billed to blocks of time
• Identify updates, security bulletins, and other items that affect the products we support – plan and execute the remediation strategy
• Review and manage ticket and customer trends
• Attend customer meetings via Zoom for some major account reviews or escalated problem accounts
• Identify and contribute to continuous improvement efforts to reduce costs or increase productivity without reducing effectiveness.
• Adhere to established company values, practices, policies, and procedures at all times. Follow and support compliance with all applicable safety rules, laws, regulations, and standards.
• Other duties as assigned by management.

Job Related Dimensions

• Ability to plan, organize, and multi-task in a fast-paced environment.
• Demonstrate confidence with a high degree of professionalism.
• Very strong attention to detail and problem-solving skills are essential.
• Takes ownership of job responsibilities with personal pride and accountability.
• Very prompt, hardworking, and loves what they do.
• Ability to work independently with little supervision required.
• Ability to remain calm while working under pressure in a busy environment.
• Ability to work within the timeframe of standard policies and procedures and not miss deadlines/due dates.
• Excellent ability to multi-task, prioritize and problem-solve in a busy, fast-paced environment.
• Proficiency in MS Word, Excel, Outlook, and PowerPoint is essential.
• Exhibit extraordinary discretion, confidentiality, flexibility, and willingness to work closely with our team.
• Excellent time, leadership, and management skills.
• Excellent written and verbal communication skills.
• Strong professionalism, organizational, and planning skills.
• Regular and reliable attendance.

Qualifications

• High School Diploma or GED
• 5 years’ IT Support experience
• 5 years’ Personnel management experience
• Experience with design, implementation, and management of WAN and LAN connectivity, routers, firewalls, and security
• Interpersonal skills: such as telephony skills, communication skills, active
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details, minimum 40 WPM

Physical Demands & Work Environment

• Ability to sit at a desk for prolonged periods of time
• Ability to talk on the phone and work with various computer tools and applications
• Ability to type and compose written communication in various forms
• Ability to lift 20 lbs on occasion

UBEO offers a competitive compensation package. UBEO also offers an excellent benefits package which is a significant part of our employee's total compensation. We strive to provide a broad range of competitive benefits designed to meet your personal needs and priorities. Our comprehensive benefits package includes:

• Choice of medical, dental and vision plans that provide our employees and their families with high-quality healthcare, including orthodontia for both adults and child(ren)
• Generous Company Paid Health Reimbursement Account Options to defray deductible expenses
• Company paid life and accidental death and dismemberment insurance for you, your spouse and child(ren)
• Flexible Spending and Health Savings Account Options - Set aside pre-tax dollars to cover out-of-pocket expenses related to health or dependent care
• Voluntary coverages at low group rates including Aflac Insurance - In the event of death or disability, you can help protect your family against the loss of income with various types of insurance
• Pet Insurance, breathe easy knowing Nationwide has your pets covered
• Pre-paid legal coverage, access to experienced attorneys that can help you with any legal issue 24/7
• A generous wealth accumulation program will help you achieve financial security for retirement. We offer a 401(K) Plan w/ Match upon eligibility and Free Financial Counseling
• Generous vacation, holiday, and sick leave programs - as we believe that taking advantage of time away from work is essential for a well-balanced life

UBEO is an Equal Opportunity Employer and considers applicants for all positions without regard to age, sex, color, race, religion, national origin, disability, genetic information or predisposition, military/veteran status, citizenship status, marital status or any other group protected by applicable federal, state or local laws.

The remuneration for this role is $66,560 - $130,000 annually. Individual compensation packages are competitive and commensurate based on various factors unique to each candidate, including skill set, experience, qualifications, and other job-related reasons.