Onsite Reprographics & Print Operations Technician
- London
- Permanent
- Full-time
- Consistently exceed client expectations by providing outstanding customer service
- To relate accurate information to the operations manager / end users on the progression of their work
- To work with and educate customers on the best use of the service including opportunities for reducing costs for output to the users working with the operations manager
- To seek feedback on client satisfaction
- To ensure accurate job ticket information and to complete the necessary administration for reconciliation and recharging
- Build relationship with clients and manage their perceptions and expectations
- To be an ambassador and to represent the organisation on site
- Provide expertise in service, collaborate with the operations manager to advise users on best production approach
- To communicate to the operations manager any issues related to the services, any risks or issues which may impact the delivery at the required standard
- Ensure all aspects of job requisition / instructions and other relevant information is checked and correct prior to production
- Manage expectations around deadlines working with the end users
- Demonstrate the ability to manage workflow through the prioritisation of incoming work, managing production schedules, ensuring deadlines are met
- Relate accurate information to users on the progression of their work. When deadlines cannot be met ensure user is informed within sufficient time. Offer alternative solutions when necessary
- Monitor work in progress
- To be proficient in the operation of networked devices and all Printroom related equipment in operation, including finishing equipment
- Demonstrate a thorough working knowledge of all machines, with an ability to manipulate colour work through a variety of software packages
- To advise users and staff on the appropriate methods of production and provide technical support and advice where necessary
- To operate all production and finishing equipment to the highest standards, in line with job specification or user specification
- Make most appropriate use of equipment and technology within the unit
- To administer service calls for production equipment and escalate where necessary
- To quality control finished production work ensuring any mistakes are corrected in line with user specification before delivery to the end user. To provide proof copies where necessary
- Gain a good understanding of client business
- To monitor stock levels of consumables and advise the appropriate person to ensure orders are placed on a weekly basis in line with agreed minimum and maximum stock levels
- Ensure cost initiatives are implemented and monitored regularly
- Any reasonable ad hoc duties as required by senior management or the customer
- Look for opportunities for service efficiency and provide feedback as part of the team
- Work closely with all members of the team and ensure effective collaboration
- Carries out regular preventative maintenance checks on client fleet of machines
- Replenishes consumables
- Maintains log of all activities including on-site parts inventory
- Maintain clean and tidy devices and surrounding environment
- Carries out first level repair and escalate in accordance with agreed procedures for next level maintenance and technical support
- Ensures SLA is achieved, and Customer requirements are met
- Commitment to maintain skill set through personal development and training
- Promotes knowledge sharing and acts as a mentor/coach
- Works closely with the customer, providing support and promoting Xerox in conversation
- To comply with the Client Account Procedures Manual (CAPM), SLA's and H&S regulations
- Implement all action points arising from customer feedback and team meetings ensuring continuous improvement to customer standards
- Drive Best Practice standards within the Print Service Centre
- Awareness of impending holidays and impact on production
- To maintain a tidy work area and implement a clean as you go policy
- Liaise with operations manager and Service Delivery Manager to ensure maximum use of all resources (equipment and staff)
- To manage the job ticketing process, the recharge process and the process for recording job ticket information into relevant Client & Xerox systems
- To ensure all copies are accounted for and are reconciled with the meter readings
- To perform any ad-hoc admin requests as requested by managers or the key client
- To maintain and manage stock levels and highlight any potential issues
- Ensure compliance with customer policies
- Implement and monitor Health and Safety action points arising from risk assessments and audits
- To complete adequate Health and Safety training and to be aware of responsibilities
- Review H&S Cascades as directed and record compliance
- To be aware of and maintain safe working practices related to H&S and COSSH regulations 1988 and Manual Handling policies
- Ensure awareness of the customer policies, e.g. fire marshals, evacuation, risk assessments
- Consistently live the Xerox corporate values
- To be outwardly professional toward all clients
- Always to treat colleagues with courtesy and respect
- Adhere to the required dress code and to be appropriately dressed
- To be punctual in attendance and follow appropriate processes when reporting sickness or lateness