Receives, records, and distributes work orders to field service engineers upon customers requests for service and receives and processes customer supply orders by performing the following duties.
Records information such as name, address, system to be repaired, or service to be rendered. Assist customers with any issues that may arise.
Act as main point of contact to ensure that the customers needs have been met and relay this information to the appropriate employee to keep them in the loop.
Dispatches service call and distributed to appropriate field service engineers. Schedules service calls and dispatches field service engineer.
Keeps record of service calls and work orders through computerized system. Relays messages and special instructions to field service engineers and other departments.
Answers questions about organization and provides callers with address, directions, and other information. Key orders for supplies such as toner, toner bags, drum units, etc.
Key service tickets into computerized system upon completion of the service calls. Receive and process spreadsheet orders received through mail or fax.
Process rebills for incorrect orders and write up credit paperwork to be completed by Order Processing. Write up customer file maintenance forms when applicable.
Field customer complaints and resolve or forward to appropriate department. Takes and delivers messages or transfers calls to voice mail when appropriate personnel are unavailable.
Receives, sorts, and routes mail / faxes, and maintains and routes publications. Generate any applicable daily reports. SUPERVISORY RESPONSIBILITIESThis position has no supervisory responsibilities.
EDUCATION / WORK EXPERIENCE REQUIREMENTSHigh school diploma or general education degree (GED) is required; college degree preferred.
MATH, REASONING, AND LANGUAGE REQUIREMENTSAbility to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, clients, and the general public.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
Ability to apply concepts of basic algebra and geometry. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. PHYSICAL DEMANDS / WORK ENVIRONMENTThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear.
reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and / or move up to 10 pounds.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is rarely exposed to outside weather conditions.
The employee is occasionally exposed to