The Service Delivery DocuCare role is a key services delivery operations resource with direct customer interaction. Objectives of the position is to ensure the equipment at customer sites are performing in the most efficient and functional matter possible
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The position is an operational role with operational accountability for the uptime and availability of supplies in our customer facilities. In addition to customer interaction, the DocuCare resource serves as the point of contact between the customer and for all activities involving machine movement and connectivity.
Location: Winnipeg, MB
Note: This role will split between two locations within Winnipeg
Advantages
- Monday to Friday
- 8:00am to 4:30pm
- 12month assignment with possibility of extension
- Payrate: $25/h
Responsibilities
• Client Relationship Management: Serve as the primary customer contact for equipment support and service Coordinate Move/Add/Change (MAC) process
• Provide on-going end user training on equipment
• Services Delivery: Basic device cleaning and replacement of operator accessible parts and consumables per equipment specifications. Break-fix activities account for 70% of role responsibilities.
• Provide IP address support
• Perform basic equipment problem diagnosis
• Point of contact for equipment removal and delivery for onsite support
• Contact service as required
• Utilize web-based applications as required to include Service Call Handling
• Accurate call reporting on Equipment in designated systems
• Remote Service call onsite support Driving (if required for duties)
• Download and install printer drivers on end-user equipment
• Perform printer mapping to PC as required
• Escalate printer network issues to appropriate resource
• Physical as well as remote device management and control
• Device Configuration (Enter IP address, scanning templates, User access levels. Scan to File/Email, etc)
• Monitor/apply current software updates/patches
• On site contact for remote solve resolutions requiring technical expertise
• Device management as required
• Perform remote device monitoring and remote solve
• Identify and promote Office Solutions
• Pro-actively manage consumables and supplies using the DOS calculator
• Maintain on-site operator replaceable parts inventory
• Collect equipment meter information and submit for billing purposes
• Perform Data Entry for activity and asset tracking
• Manage and maintain on-site parts inventory
• PM the devices on an annual basis and keep track for the customer
• Using the customer internal processes to have printers moved, picked up and deployed.
Qualifications
Skills / Abilities
• Lift and move up to 50 pounds
• Read write and follow basic English instructions
• Customer service and communication skills
• Ability to manage multiple tasks
• Perform duties with minimal supervision
• Basic Equipment problem solving and diagnosis per training provided
• Customer problem resolution including escalation as required
• Coordinate work tasks to ensure fulfillment of SOWs
• Track and report account information as required
• 1-2 years relevant experience resolving customer and equipment printing issues
• Able to demonstrate business maturity and professionalism
• Planning, organizing, executing, and controlling skills
• Ability to assess issues, define causes, and prioritize/execute solutions
• Self-initiative and results oriented while being a team player
EXPERIENCE: Minimum 1 year in a Customer Service environment with relevant experience, and 2 years’ experience resolving equipment printing issues
EDUCATION: LEVEL 1: Minimum High School diploma
Summary
If you're interested in the Service Delivery DocuCare position, please apply now at www.randstad.ca!
Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.
Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.
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The Service Delivery DocuCare role is a key services delivery operations resource with direct customer interaction. Objectives of the position is to ensure the equipment at customer sites are performing in the most efficient and functional matter possible
The position is an operational role with operational accountability for the uptime and availability of supplies in our customer facilities. In addition to customer interaction, the DocuCare resource serves as the point of contact between the customer and for all activities involving machine movement and connectivity.
Location: Winnipeg, MB
Note: This role will split between two locations within Winnipeg
Advantages
- Monday to Friday
- 8:00am to 4:30pm
- 12month assignment with possibility of extension
- Payrate: $25/h
Responsibilities
• Client Relationship Management: Serve as the primary customer contact for equipment support and service Coordinate Move/Add/Change (MAC) process
• Provide on-going end user training on equipment
• Services Delivery: Basic device cleaning and replacement of operator accessible parts and consumables per equipment specifications. Break-fix activities account for 70% of role responsibilities.
...
• Provide IP address support
• Perform basic equipment problem diagnosis
• Point of contact for equipment removal and delivery for onsite support
• Contact service as required
• Utilize web-based applications as required to include Service Call Handling
• Accurate call reporting on Equipment in designated systems
• Remote Service call onsite support Driving (if required for duties)
• Download and install printer drivers on end-user equipment
• Perform printer mapping to PC as required
• Escalate printer network issues to appropriate resource
• Physical as well as remote device management and control
• Device Configuration (Enter IP address, scanning templates, User access levels. Scan to File/Email, etc)
• Monitor/apply current software updates/patches
• On site contact for remote solve resolutions requiring technical expertise
• Device management as required
• Perform remote device monitoring and remote solve
• Identify and promote Office Solutions
• Pro-actively manage consumables and supplies using the DOS calculator
• Maintain on-site operator replaceable parts inventory
• Collect equipment meter information and submit for billing purposes
• Perform Data Entry for activity and asset tracking
• Manage and maintain on-site parts inventory
• PM the devices on an annual basis and keep track for the customer
• Using the customer internal processes to have printers moved, picked up and deployed.
Qualifications
Skills / Abilities
• Lift and move up to 50 pounds
• Read write and follow basic English instructions
• Customer service and communication skills
• Ability to manage multiple tasks
• Perform duties with minimal supervision
• Basic Equipment problem solving and diagnosis per training provided
• Customer problem resolution including escalation as required
• Coordinate work tasks to ensure fulfillment of SOWs
• Track and report account information as required
• 1-2 years relevant experience resolving customer and equipment printing issues
• Able to demonstrate business maturity and professionalism
• Planning, organizing, executing, and controlling skills
• Ability to assess issues, define causes, and prioritize/execute solutions
• Self-initiative and results oriented while being a team player
EXPERIENCE: Minimum 1 year in a Customer Service environment with relevant experience, and 2 years’ experience resolving equipment printing issues
EDUCATION: LEVEL 1: Minimum High School diploma
Summary
If you're interested in the Service Delivery DocuCare position, please apply now at www.randstad.ca!
Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.
Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.
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