Onsite Print Support Specialist - VA

Kelley Create is the premier provider of office technology products, IT services, and mailing services, with locations in Washington, Oregon, Montana, Idaho, California, Texas, Virginia, Missouri, Kansas, South Carolina, Hawaii and Alaska. We offer our customers the personal and exemplary service of a local company and the resources and technological innovation of a large nationwide organization.

Summary:

We are looking for an experienced Support Specialist to join our innovative team. As an Onsite Print Support Specialist, you will be responsible for the customer’s network of business document output devices -printers and copiers at customer locations with a focus on maximizing uptime, utilization, and user satisfaction. You will manage inventory and device service and assist site team members in developing, implementing, and managing ongoing site operations. You will be representing Kelley Create in a professional and positive light in a pristine office/research/hospital environment. The address for this position is 3335 S Crater Rd Suite 00, Petersburg, VA 23805.

Essential Duties and Responsibilities:

• Engages Kelley Create management and resources to anticipate and prevent problems, as well as to remedy problems as they occur
• Acts as a supporting interface to both internal and external clients in resolving performance issues
• Monitors paper and toner supply procurement levels and distribution program, as well as an onsite inventory of key parts and supply items
• 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
• Helps coordinate machine moves, machine removals, and new machine installations
• Manages the collection of periodic meter readings, including review and validation
• Acts as an advocate for the customer in all matters concerning network reporting and other support as required
• Conducts periodic client satisfaction surveys
• Together with the Sales team, provides a semi-annual executive overview of emerging business printing technology and industry trends Supports the Service Team
• May travel between customer locations 
• Performs other duties as assigned

 Competencies: 

To perform the job successfully, an individual must demonstrate the following competencies to perform the essential functions of this position. 

• Customer Focus: The individual needs to demonstrate understanding and compassion for concerns and issues. The individual should promptly address customer inquiries and complaints and go above and beyond to ensure customer satisfaction.
• Communication Skills—Clearly and effectively communicate with customers and team members. Writes concise, clear, and professional emails and messages. Pays full attention to customers, understands their needs, and responds appropriately. 
• Problem-Solving Skills: The individual identifies the root cause of customer issues and develops effective solutions. They think outside the box to resolve customer problems and improve service. They make sound decisions quickly to address customer needs and issues.
• Time Management: The individual effectively prioritizes tasks to manage multiple customer inquiries and issues. Completes tasks.
• Adaptability—The individual adapts to changing customer needs, policies, and technologies. Remains calm and effective under pressure during high-volume periods. Quickly learn new procedures and systems as required. 

 Qualifications

• Requires basic Printer, Multi-Function Printer and Multi-Function Device knowledge
• A track record of success in customer service
• Ability to manage multiple tasks and meet established deadlines
• Outstanding written and verbal communication skills
• Motivation and the ability to work independently with little or no supervision

 Certificates and Licenses: None required.

 Language Skills: 

Read and interpret documents; write routine reports and correspondence. Effectively present information in one-on-one situations and small group situations to customers and other employees.

 Math Skills: 

Add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals; compute rate, ratio, and percent and draw and interpret bar graphs.

Reasoning Ability: 

Apply common sense understanding to carry out instructions furnished in written, oral, or diagram form; to deal with problems involving several concrete variables in standardized situations. Identifies problems, gathers information, and offers solutions. 

 Physical Demands and Work Environment: The physical demands and work environment described below represent the activities and surroundings of the positions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 

Must have reliable transportation, a Valid Driver’s License, and pass pre-employment screening.

 Equal Opportunity Employer 

Kelley Create is an equal opportunity employer and is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, or veteran status. In addition to federal law requirements, Kelley Create complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.