Job Description

REMOTE REMEDIATION LEAD

POSITION IS BASED IN OUR CORPORATE LOCATION (SACRAMENTO)

Do you strive to make an impact in all that you do? Do you live for action and love fast paced work? Do like to solve problems and bring forth world class solutions? If you said yes to each question this role might be right for you!

As a Remote Remediation Lead, you will carry a day to day workload along with supporting field service technicians. Assist in resolving customer questions or complaints, ordering parts when necessary. Assist in developing programs and procedures to enhance productivity and performance of the team as well as identify other ways to assist the techs in the field to make an impact on field productivity for any service calls.

What you will be doing:

• Triage all printer/copier calls
• Efficiently order parts based off manufacture troubleshooting steps, page count, and history and following up on tracking for customer delivery confirmation
• Manages assigned accounts with service delivery and ageing call updates • Handles all level escalations when needed
• Escalates calls and opens tickets with manufacturers when needed
• Answer all incoming phone calls for technician troubleshooting assistance and customer triage
• Reviews histories and determines next steps for excessive service calls, up to and including replacement devices
• Escalates suspect devices appropriately
• Maintain manufacturer warranty documentation and orders parts accordingly
• Place service calls for customers via phone and email using multiple software platforms
• Meet or exceed KPI benchmarks for individual performance
• Meets 20% First Call Resolution
• Provides encouragement and support to team members
• Training and development of new helpdesk agents
• Identifies areas for ongoing training and skills assessment of helpdesk agents
• Provides quality customer service
• Assists in creating a motivating working experience and find creative ways keep up team morale
• Leads by setting a good example

What should the right person bring to the party?

• Strong understanding of the Roles and Responsibilities of all service levels
• Manufacture Certification / Certified HP trained
• Positive, professional attitude and a team player
• 7+ years Technical Industry Experience on Color/Black-White MFPs
• Strong Oral and Written Technical Communication Skills
• Customer Service Skills
• Proficient computer knowledge, especially in Microsoft Office programs and in desktop technology
• High School diploma or equivalent.

What we will provide:

• Competitive pay
• Stellar benefits to include: Medical/Dental /Vision, 401K with company match, Paid time off, and much more
• Career development
• A team that cares

Caltronics Business Systems or CBS (a Flex Technology Group company) is committed to providing equal employment opportunities for all applicants and associates. The Company does not unlawfully discriminate based on race, color, creed, pregnancy, religion, sex, national origin, age, disability, veteran, marital, or any other protected status. The Company also makes reasonable accommodations for disabled employees. Finally, the Company prohibits the harassment of any individual based on their protected status. This policy applies to all areas of employment, including recruitment, hiring, training, promotion, compensation, benefits, transfer, and social and recreational programs.

Company Description

Since 1975, Caltronics has been providing California with leading edge technology and award winning service in the document management and software solutions industry. Caltronics is a family owned and operated company with offices throughout California and Arizona (Infincom) to serve you locally and nation wide. Today Caltronics and Infincom offer the most advanced digital copiers, high speed color printers and copiers, multi-functional devices, fax and scanning systems, and document management software available. In fact, Caltronics has sold and installed more digital systems than any other independent dealer in the United States. Our people make the difference because we employ the most tenured sales and support staff in California and Arizona. For seven years running, we have been awarded “Top 50 Dealers” in the United States for customer service and support by Office Dealer Magazine. In addition, we have been the # 1 Western Region Konica dealer for 21 years! Caltronics is committed to providing equal employment opportunities for all applicants and associates. The Company does not unlawfully discriminate on the basis of race, color, creed, pregnancy, religion, sex, national origin, age, disability, veteran, marital, or any other protected status. The Company also makes reasonable accommodations for disabled employees. Finally, the Company prohibits the harassment of any individual based on their protected status. This policy applies to all areas of employment, including recruitment, hiring, training, promotion, compensation, benefits, transfer, and social and recreational programs.