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AUXILIO, Inc. is the nation’s pioneer and leading Managed Print Services provider to hospitals and hospital systems. We work exclusively in the Health Care industry, providing vendor-neutral, highly customized print strategy solutions. We utilize industry leading best practices and proven volume reduction programs to help our clients maximize process improvements and minimize costs. Our Onsite Resident Teams work side-by-side with caregivers in hospitals to support their needs and the needs of their patients, providing service that is unmatched in the industry.

Technical Service Representative, Managed Print Services

As a Technical Service Representative (TSR), you are the Auxilio on-site technical expert for one of our Hospital Partners. You provide daily technical support for our Managed Print Services program and have proven experience repairing and networking print equipment. You have the technical aptitude to master the functions and operations of multiple manufacturers’ print, copy, scan and fax devices.

You demonstrate exceptional interpersonal and communications skills and use your listening abilities to the advantage of the customer at all times. You are an enthusiastic team player who thrives on hands-on technical work and is motivated by solving technical challenges in a fast-paced environment. You approach your job with energy, enthusiasm and integrity. You work closely with the Resident Team Manager, Customer Service Representatives, outside vendors, and the extended AUXILIO support team to ensure that service delivery exceeds expectations.

Job Duties and Responsibilities

Perform thorough repairs on equipment with a focus on reducing repeat service calls, minimizing down-time for end-users and executing service at the lowest possible cost
Meet or exceed service level targets for ticket acknowledgement and issue resolution
Maintain effective client relationships and communication to foster a service attitude and to provide the highest quality service to all assigned areas of the hospital(s)
Accurately and promptly track and update service calls in log and/or helpdesk application ensuring information is clear, thorough and professional
Act as a technical and training resource for Auxilio resident team members on triage efforts, device technology, and networking issues
Create and execute a proactive Preventative Maintenance (PM) schedule; conduct PM on devices as required by repeat issues or problematic devices
Drive positive customer service survey results from clients
Organize daily duties, prioritize critical issues and effectively manage time to successfully address tasks in a time sensitive manner
Maintain an organized, adequate parts inventory for the equipment fleet in assigned hospital(s); work with Resident Manager to assure appropriate stock to quickly address repairs without accumulating excess or obsolete part inventory
Understand and adhere to Auxilio device data security procedures; proactively identify opportunities to improve client data security
Go above and beyond for the client: provide extra follow up, make personal phone calls and visits, remain visible; provide constant communication; demonstrate a helpful, service attitude
Understand and adhere to established processes for part ordering, returns, inventory reporting
Provide end user training on devices or functionality as required

Qualifications

Exhibit technical savvy and a thorough understanding of equipment and print technology
Demonstrate the mechanical inclination and skills necessary to effectively and promptly troubleshoot issues; able to identify the required actions to resolve
Working knowledge of networking protocols, (e.g. TCP/IP or client specific protocol)
Network+ certification is a plus
Proficient with computers and Microsoft Office; able to manipulate data, send and receive e-mail, and access on-line manuals/diagnostic tools
Strong time management and organizational skills
Junior College, a two-year technical degree or equivalent experience, desired
3+ years experience in a professional business or service company, preferred
Healthcare Industry experience is a plus, but not required
Experience in Managed Print Services or customer service is beneficial

Physical Demands and Work Environment

The work environment and physical demands described here are representative of those an employee may encounter while performing the essential functions of this job:

Work is performed indoors and outdoors
Requires ability to travel throughout hospital complex and grounds; may require ability to travel from complex to complex and from city to city
Occasional exposure to variations in temperature, noise, mechanical, electrical, fume/odor, chemical, toxic waste, and wet hazards
Physical effort required: walking, standing, bending, reaching, lifting and/or carrying objects that may weigh up to 50 lbs.; moderate dexterity and the regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination); environment may be fast paced and stressful

Benefits

At AUXILIO, we value our people. Our commitment to your success is enhanced by a competitive annual salary, depending on experience, and an extensive benefits package including paid time off, medical, dental and vision benefits and future growth opportunities within the company. Plus, we work to maintain the best possible environment for our employees, where people can learn and grow with the company. We strive to provide a collaborative, creative environment where each person feels encouraged to contribute to our shared success.

To Apply

To respond to this opportunity, please email your resume to jobs@auxilioinc.com, using the subject line "Technical Service Representative."

For more information about AUXILIO, please visit us online at: www.auxilioinc.com.