MPS SERVICE COORDINATOR (Personal Services)
The MPS Service Coordinator reports directly to the Service Manager and is responsible for the support and daily operation of the company's Service needs related to the MPS programs. Position responsibilities include Service Monitoring, Phone support, Triage of incoming calls, creating and monitoring service orders, dispatching to National Service Providers network, documenting service calls and proactive service management.
summary
Managing technical support and understanding requirements from a Dealer's (customer) perspective and provide consultative recommendations and implementation support to meet Dealer(customer) needs
Promote and support both the Dealer and/or End Users on printer service questions
Problem-solving service issues while minimizing support required by Third Party service providers
Present application features and benefits to potential and existing Dealers
Prepare and assist in developing triage steps for common printer service issues
Prepare and maintain resource materials for internal and external customers
Provide timely response via Service Ticketing system, email, and telephone communication
Research, analyzing, resolving, and responding to intermediate to complex printer and copiers (HP, Xerox, Lexmark, etc.) issues, questions and problems via phone, email, and callbacks
Escalating issues in accordance with service level requirements
Frequently working with printer end users, dealers, help desk peers and managers
Proactive monitoring of growing print fleets
Meet or Exceed the Key Metrics minimum requirements on your MPS Service quarterly objectives
Maintain and organize, print manuals and service bulletins on the Distribution Network Portal
Inform sales department of customer requirements for new or updated equipment
Inform Service Manager of any customer-related issues
Remain informed about products and services offered by Distribution Management
Suggest innovative ideas to improve the products and services offered to our customers
Correctly fill out appropriate paperwork and forms in a timely manner
Maintain open communication with other team members daily, written and/or verbal
Performing proper daily procedures and logging end-of-day data
