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Regional Technical Support Representative

Company: CynergisTek
Location: Philadelphia
Posted on: February 15, 2018

Job Description:

What you'll be doing: You are someone that enjoys interacting with clients to help identify issues and solve problems. As a Regional Technical Support Representative, you will be working closely with all the CynergisTek teams throughout the US to help improve processes, support current teams, and assist with setting up new worksites. You will be:

  • Traveling to client sites across the country to assist our on-site teams with service delivery and assigned projects
  • Preparing new client sites for "go-live" date.
  • Shadowing with incoming team members to ensure CynergisTek best practices
  • Facilitating device refresh activity
  • Performing preventative maintenance, diagnosing issues and repairing equipment
  • Responsible for managing an assigned territory and client for MFPs and individual printers
  • Updating and managing inventory, delivering supplies and equipment
  • Creating and managing tickets through internal database
  • Managing helpdesk queue and follow up
  • Training and support with end users
  • Delivering exceptional customer service
  • Toner sweeps, meter reads, collecting data and updating internal systems
  • Working both independently and in team environment to effectively deliver results
  • Providing coverage for 24:7 on call support rotation, as neededProject Management Office (PMO) Support Responsibilities:
    • Client Implementations
      • Executing Mapping, Tagging and Meter read collection (MTM) processes and entering data into system
      • Training and onboarding technical staff at new accounts – must be able to demonstrate a strong understanding of operational consistency and best practices (OCBP) to help with execution and train new hires
      • Technical resource for service delivery during "go-live" period
      • Preparing data for Project Management Office (PMO) reports & communication
      • Device Refresh
        • Device assessment, programming and installation
        • Coordinating vendors, clients and internal resources to execute business strategies and deliver services within deadlines
        • Add on Services/special projects
          • Technical resource for additional CTEK services, as requested by the client
          • Updating databases and processes to maintain accurate PMO reports and systems
          • Operational Consistency and Best Practices (OCBP)
            • Technical training support
            • Subject matter expert in policies and procedures for CTEK
            • Assisting with account audits and updating sitesWhat We're Looking for:Good:
              • Minimum of 1 year of experience repairing printers, certifications are a plus
              • Must have a minimum of a high school diploma or GED
              • Desire to work independently with strong time management skills
              • Exceptional communication and customer service skillsBetter:
                • Experience in a similar role where you have been responsible for setting up new sites/accounts
                • Ability to prioritize and work in an environment with competing deadlines
                • Prior experience in a managed print service industry and familiar with device reduction initiativesIdeal:
                  • Demonstrated best practices (OCBP) and has an established track record of adhering to policies
                  • Prior experience in a training role working closely with new hires
                  • Able to accurately provide data and communicate clearly across various departments and clientsPhysical Requirements:
                    • Must be able to lift and/or move up to 50 pounds, bend, stoop, kneel, crouch, crawl, work at floor level and walk long distances
                      • Work is performed indoors and outdoors.
                      • Requires ability to travel up to 75%, local and national
                      • Requires ability to travel throughout hospital complex and grounds.
                      • Occasional exposure to variations in temperature, noise, mechanical, electrical, fume/odor, chemical, toxic waste, and wet hazards.
                      • Must have a valid driver's license with clean driving recordVarious immunizations and/or medical testing may be required as a condition of employment for any positions that work on-site regularly in a hospital or medical settingEEO

                        Keywords: CynergisTek, Philadelphia, Regional Technical Support Representative, IT / Software / Systems, Philadelphia, Pennsylvania

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