Technical Service Representative
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
Responsibilities:
oPerform 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
oMeet or exceed service level targets for ticket acknowledgement and issue resolution
oMaintain 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)
oAccurately and promptly track and update service calls in log and/or helpdesk application ensuring information is clear, thorough and professional
oAct as a technical and training resource for Auxilio resident team members on triage efforts, device technology, and networking issues
oCreate and execute a proactive Preventative Maintenance (PM) schedule; conduct PM on devices as required by repeat issues or problematic devices
oDrive positive customer service survey results from clients
oOrganize daily duties, prioritize critical issues and effectively manage time to successfully address tasks in a time sensitive manner
oMaintain 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
oUnderstand and adhere to Auxilio device data security procedures; proactively identify opportunities to improve client data security
oGo 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
oUnderstand and adhere to established processes for part ordering, returns, inventory reporting
oProvide end user training on devices or functionality as required
Qualifications:
oExhibit technical savvy and a thorough understanding of equipment and print technology
oDemonstrate the mechanical inclination and skills necessary to effectively and promptly troubleshoot issues; able to identify the required actions to resolve
oWorking knowledge of networking protocols, (e.g. TCP/IP or client specific protocol)
oNetwork
certification is a plus
oExperience servicing printers
oHP certification a plus
oProficient with computers and Microsoft Office; able to manipulate data, send and receive email, and access online manuals/diagnostic tools
oStrong time management and organizational skills
oJunior College, a two-year technical degree or equivalent experience, desired
o3
years experience in a professional business or service company, preferred
oHealthcare Industry experience is a plus, but not required
oExperience in Managed Print Services or customer service is beneficial
oMust have reliable transportation
oMust 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:
oWork is performed indoors and outdoors
oRequires ability to travel throughout hospital complex and grounds; may require ability to travel from complex to complex and from city to city
oOccasional exposure to variations in temperature, noise, mechanical, electrical, fume/odor, chemical, toxic waste, and wet hazards
oPhysical 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 stressfulEstimated Salary: $20 to $28 per hour based on qualifications.
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
Responsibilities:
oPerform 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
oMeet or exceed service level targets for ticket acknowledgement and issue resolution
oMaintain 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)
oAccurately and promptly track and update service calls in log and/or helpdesk application ensuring information is clear, thorough and professional
oAct as a technical and training resource for Auxilio resident team members on triage efforts, device technology, and networking issues
oCreate and execute a proactive Preventative Maintenance (PM) schedule; conduct PM on devices as required by repeat issues or problematic devices
oDrive positive customer service survey results from clients
oOrganize daily duties, prioritize critical issues and effectively manage time to successfully address tasks in a time sensitive manner
oMaintain 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
oUnderstand and adhere to Auxilio device data security procedures; proactively identify opportunities to improve client data security
oGo 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
oUnderstand and adhere to established processes for part ordering, returns, inventory reporting
oProvide end user training on devices or functionality as required
Qualifications:
oExhibit technical savvy and a thorough understanding of equipment and print technology
oDemonstrate the mechanical inclination and skills necessary to effectively and promptly troubleshoot issues; able to identify the required actions to resolve
oWorking knowledge of networking protocols, (e.g. TCP/IP or client specific protocol)
oNetwork
certification is a plus
oExperience servicing printers
oHP certification a plus
oProficient with computers and Microsoft Office; able to manipulate data, send and receive email, and access online manuals/diagnostic tools
oStrong time management and organizational skills
oJunior College, a two-year technical degree or equivalent experience, desired
o3
years experience in a professional business or service company, preferred
oHealthcare Industry experience is a plus, but not required
oExperience in Managed Print Services or customer service is beneficial
oMust have reliable transportation
oMust 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:
oWork is performed indoors and outdoors
oRequires ability to travel throughout hospital complex and grounds; may require ability to travel from complex to complex and from city to city
oOccasional exposure to variations in temperature, noise, mechanical, electrical, fume/odor, chemical, toxic waste, and wet hazards
oPhysical 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 stressfulEstimated Salary: $20 to $28 per hour based on qualifications.
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