On-Site Associate - White River Junction, VT

On-Site Associate "OSA"

This On-Site Associate "OSA" is responsible for the remediation and scheduled service of customer devices under contract. Provides quality service performance to meet or exceed Customer expectations resulting in a high level of Customer Satisfaction.

Responsibilities:

• Work within Lexmark's systems to accept and respond to dispatched service and supply calls within Customer Service Level Agreement (SLA) commitments.
• As necessary provide diagnostics, repair & maintain product(s) and accessories to Lexmark OEM's quality specifications.
• Provide regular and effective communications with customers to ensure awareness of call acceptance, Estimated Time of Arrival (ETA), status, and closure.
• Assist customer with any reported issues or questions on customer products.
• Be available for scheduling training on appropriate usage of customer products & features as requested
• Conduct repair and maintenance of Managed Output Devices and Total Service Call Procedures prior to leaving customer site. Compile all required data, including, but not limited to; call acceptance, status updates, call closure and debrief, parts return and tracking.
• Manage local part inventory and maintain transactions.
• Collect Meter Reads on Devices as needed.
• Present a positive image through attire, communication skills and personal grooming.

Additional Responsibilities:

• Assist with occasional special activities/responsibilities/projects as requested and bandwidth permits.
• Work closely with Operations and Project Team's during implementation & deployment of print technology and support services, including inventory collection and management, Move, Add, Delete, Change (MADC) tracking, and consumables management while monitoring adherence to all SLAs.
• Conduct Train-the-Trainer for backup purposes.
• Coordinate support for improved service diagnostics.
• Assist with printer assessments as necessary to optimize the fleet aligned to customer standards.

Experience & Skills:

• 2 - 5 years experience servicing printers, hard copy devices, or imaging products preferred.
• Strong electro-mechanical aptitude.
• Excellent driving record
• Valid driver's license
• Reliable Transportation Required
• Sound administrative & computer skills
• Microsoft Office Suites experience
• Experience and detailed knowledge of Lexmark products is desirable
• Ability to frequently and properly lift 60 pounds
• Successful government background check required.

How We Set You Up for Success:

• Full onboarding and technical training
• Access to support tools and advanced remote monitoring systems
• Career development with regular reviews and improvement plans
• Adherence to client compliance and training programs (e.g., HIPAA, security)

What We Offer:

• Competitive hourly compensation with overtime potential
• Comprehensive benefits from day one (medical, dental, vision, life insurance)
• 401(k) with company match
• Paid time off, holidays, and personal days
• A culture that prioritizes flexibility, safety, and work-life balance