Core Responsibilities
- Receive and prioritize copier, printer, IT, and managed services support requests
- Schedule and dispatch service technicians based on skill set, certifications, location, and SLA requirements
- Manage daily technician schedules, balancing emergency calls, preventive maintenance, and installs
Work Order & System Management
- Create, update, and close service tickets accurately in the service management system
- Ensure proper documentation of service notes, labor, parts usage, and resolution details
- Monitor open tickets and follow up to ensure timely completion
Customer Communication
- Confirm appointments, provide ETAs, and communicate service updates
- Act as the primary liaison between customers and technicians to ensure a positive service experience
Parts & Resource Coordination
- Verify parts availability (toner, drums, boards, IT hardware) prior to dispatch
- Coordinate with inventory and service teams to prevent repeat calls and delays
Priority & Escalation Handling
- Identify critical, down-machine, network, or repeat-failure issues and escalate as needed
- Support service managers with workload planning and SLA compliance
Reporting & Analysis
- Generate and analyze weekly print fleet reports, including:
- Stale DCA’s
- Overage / Coverage reports
- Toner swap reports
- Review reports with the Service Operations Manager to ensure all usage and charges are accurately captured for billing to end users
- Identify trends, discrepancies, or billing opportunities and recommend corrective actions
Administrative & Performance Support
- Track response times, technician utilization, and service performance metrics
- Support accurate billing by ensuring service calls are properly completed and documented
