Technical Service Representative

Technical Service Representative, Managed Print Services
As a Technical Service Representative (TSR), you are the Auxilio on-site technical expert for one of our Hospital Partners. You provide daily technical support for our Managed Print Services program and have proven experience repairing and networking print equipment. You have the technical aptitude to master the functions and operations of multiple manufacturers' print, copy, scan and fax devices.
You demonstrate exceptional interpersonal and communications skills and use your listening abilities to the advantage of the customer at all times. You are an enthusiastic team player who thrives on hands-on technical work and is motivated by solving technical challenges in a fast-paced environment. You approach your job with energy, enthusiasm and integrity. You work closely with the Resident Team Manager, Customer Service Representatives, outside vendors, and the extended Auxilio support team to ensure that service delivery exceeds expectations.
o Perform thorough repairs on equipment with a focus on reducing repeat service calls, minimizing down-time for end-users and executing service at the lowest possible cost
o Meet or exceed service level targets for ticket acknowledgement and issue resolution
o Maintain effective client relationships and communication to foster a service attitude and to provide the highest quality service to all assigned areas of the hospital(s)
o Accurately and promptly track and update service calls in log and/or helpdesk application ensuring information is clear, thorough and professional
o Act as a technical and training resource for Auxilio resident team members on triage efforts, device technology, and networking issues
o Create and execute a proactive Preventative Maintenance (PM) schedule; conduct PM on devices as required by repeat issues or problematic devices
o Drive positive customer service survey results from clients
o Organize daily duties, prioritize critical issues and effectively manage time to successfully address tasks in a time sensitive manner
o Maintain an organized, adequate parts inventory for the equipment fleet in assigned hospital(s); work with Resident Manager to assure appropriate stock to quickly address repairs without accumulating excess or obsolete part inventory
o Understand and adhere to Auxilio device data security procedures; proactively identify opportunities to improve client data security
o Go above and beyond for the client: provide extra follow up, make personal phone calls and visits, remain visible; provide constant communication; demonstrate a helpful, service attitude
o Understand and adhere to established processes for part ordering, returns, inventory reporting
o Provide end user training on devices or functionality as required
o Exhibit technical savvy and a thorough understanding of equipment and print technology
o Demonstrate the mechanical inclination and skills necessary to effectively and promptly troubleshoot issues; able to identify the required actions to resolve
o Working knowledge of networking protocols, (e.g. TCP/IP or client specific protocol)
o Network+ certification is a plus
o Experience servicing printers.
o HP certification a plus.
o Proficient with computers and Microsoft Office; able to manipulate data, send and receive e-mail, and access on-line manuals/diagnostic tools
o Strong time management and organizational skills
o Junior College, a two-year technical degree or equivalent experience, desired
o 3+ years experience in a professional business or service company, preferred
o Healthcare Industry experience is a plus, but not required
o Experience in Managed Print Services or customer service is beneficial
o Must have reliable transportation
o Must have a valid driver's license with a safe driving record
Physical Demands & Work Environment
The work environment and physical demands described here are representative of those an employee may encounter while performing the essential functions of this job:
o Work is performed indoors and outdoors
o Requires ability to travel throughout hospital complex and grounds; may require ability to travel from complex to complex and from city to city
o Occasional exposure to variations in temperature, noise, mechanical, electrical, fume/odor, chemical, toxic waste, and wet hazards
o Physical effort required: walking, standing, bending, reaching, lifting and/or carrying objects that may weigh up to 50 lbs.; moderate dexterity and the regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination); environment may be fast paced and stressful

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