Job Information
PERRY proTECH Imaging Onboarding Specialist in Lima, Ohio
General Description:
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As an Imaging Onboard Specialist, you are part of the team that contacts the client to gather information from their current imaging machine(s) in an effort to configure their new and/or replacement machine(s), before they arrive to the client. You must demonstrate a strong level of organization, customer service, and IT skills to answer any possible questions the client may have regarding the machines as well as obtaining pre-configure information during remote sessions. Position is hourly.
Primary Functions:
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- Prepare pre-config spreadsheets and information.
- Contacting clients in a timely manner to obtain pre-config information.
- Respond to request for technical assistance via phone and email in a professional courteous manner.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Maintain basic product knowledge of operating system and equipment in order to support all aspects of pre-config processes.
- Organize and prepare collected data.
- Log all client (internal and external) interactions.
- Recognizing and escalation issues when additional skillset is needed.
- Ensures client satisfaction and practices effective client relation skills.
- Follow up with customers to complete the pre-configuration.
- Train on third party remote management tools.
- Conduct project calls on installation of 6 machines or more.
- Load preconfigure data into machines as they are brought online in the shop after setup.
- Push machines to proper loading area for delivery.
Will maintain a steady line of communication with client and PPT staff involved in process.
Basic Responsibilities:
- Maximize client satisfaction.
- Assist field staff as necessary.
- Follow standard Customer Care Center procedures.
- Analyze client needs, recognize business opportunities and influence sales volume growth.
- Communicate and interact with clients, service, sales and administrative staff in a courteous and professional manner.
- Assist on special projects assigned.
- Assist the shop as time permits.
- Maintain proper personal appearance in accordance with the corporate dress code standards.
- Maintain a satisfactory attendance record.
- Represent and behave, at all times, in a manner that is beneficial to PERRY proTECH and its reputation.
Work as a team player by continually learning and sharing knowledge.
Position Qualifications:
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- Associate's degree or two years related experience and/or training; or equivalent combination of education and experience a plus.
- MCSE or equivalent a plus
- Software Vendor Certification a plus
- Strong technical background
- Excellent oral and written communication skills
- Excellent Customer Service skills
- Proficient with Microsoft Office
- Excellent time management abilities
- Results driven with ability to delegate
- Excellent analytical abilities
- The ability to push/pull machines 25/50/80 pounds.
- Ability to travel for training, off-site meetings and travel to PPT branches as necessary
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