Client Service II Representative- Device Maintenance

Canon U.S.A., Inc.; New York (NY); On-site; USD 23,419 - 31,684; Full time

Job summary

Canon U.S.A., Inc. is seeking a Client Service II Representative – Device Maintenance to support on-site reprographic equipment at client locations, including Bronx, NY.

The role emphasizes customer service, adherence to site procedures, and collaboration with a team to meet account SLA. Responsibilities include handling inquiries, maintaining equipment, training staff, and ensuring accurate service records.

Qualifications

• HS Diploma, GED, or equivalent experience required, plus 1–2 years in customer service.
• Good computer skills/technical knowledge.
• Ability to multitask and meet deadlines.
• Must be able to lift up to 50 lbs and stand for extended periods.

Responsibilities

• Inform supervisor of potential problems or customer concerns.
• Respond to management and client requests via email, phone, text, and in person.
• Provide excellent customer service.
• Manage site workflow and balance staff to meet SLA.
• Train team on workflow or procedure changes.
• Maintain daily and monthly service activity records.
• Communicate effectively with client and staff.
• May serve as main client contact for daily activity and meetings.
• Coverage may include Copy/Print, Copier maintenance, Mail, Reception, Shipping, Inventory, Warehouse.
• Attend cross-functional trainings for coverage when short-staffed.
• Site responsibility and coverage location may change based on client needs.

Skills

Customer service

Communication skills

Multitasking

Computer skills

Driving between locations

Lifting up to 50lbs

Education

HS Diploma, GED, or equivalent

Job description

Job Title

Client Service II Representative – Device Maintenance

Location

US-NY-New York

Company

Canon U.S.A., Inc.

Job Overview

Advanced proficiency in site operations and procedures with ability to assign tasks to colleagues and manage responsibilities within the team.

Main Responsibilities

• Promptly informs supervisor of potential problems or customer concerns.
• Promptly reviews and responds to management and client requests via emails, phone calls, text messages and verbal.
• Strong focus on providing good customer service.
• Contributes to the creation of the Site Procedure Guide to ensure all account processes are properly recorded.
• Oversees workflow and job balance between staff and ensures tasks are completed within account SLA requirements.
• Responsible for communicating and training team in changes to workflow or procedure.
• Oversees and manages daily and monthly records on service activity.
• Effectively communicates with the client and staff.
• May serve as main point of contact to the client for daily activity and participate in client meetings on account activity.
• Responsibilities may include Copy/Print Production/Copy Center, Copier Maintenance, Mail/Courier Services, Reception/Office Services, Shipping/Receiving, Inventory Services, Warehouse, File Room/Records File Services based on assigned location.
• Attends cross-functional trainings to ensure ability to provide coverage when short‑staffed.
• Site responsibility and location of coverage may change based on client and/or division needs.

Device Maintenance

• Responsible for customer satisfaction through the performance and maintenance of reprographic equipment at customer location.
• Follows daily, established maintenance processes and procedures.
• Maintains routine upkeep of equipment including cleaning glass and surfaces, clearing paper jams, replenishing toner and loading paper.
• Evaluates equipment issues and notifies service department if unable to resolve.
• Delivers paper.
• Assists end‑users in basic functionality of equipment.
• Records meter reads.
• Maintains service activity reports.
• Monitors supplies and restocks inventory.

About You – Skills & Expertise

Please note: this is a customer‑facing role, and requires compliance with customer policies and protocols, which may include COVID‑19 vaccination and other measures relating to COVID‑19.

This position will support our customer at site locations in Bronx, NY 10461.

In accordance with applicable law, we are providing the anticipated hourly rate for this role: $17.20 to $23.37/ hr

• HS Diploma, GED, or equivalent experience required, plus 1 to 2 years of related experience.
• Prior experience in a customer service environment.
• Good computer skills/technical knowledge.
• Ability to multitask and prioritize in order to meet deadlines.
• Good customer service and communication skills.
• Ability to work with minimal supervision.
• Ability to work OT as needed.
• Required to take all necessary steps to obtain security and/or other clearances required by customers to enter the customers' premises.
• May require driving between multiple client locations, may also require a personal vehicle (valid driver's license and acceptable driving record necessary).
• Ability to lift up to 50lbs.
• Ability to spend extended periods of time standing, bending, walking, reaching, and pulling while performing duties.

Compliance and Eligibility

You must be legally authorized to work in the United States. The Company will not pursue or support visa sponsorship. All applicants must reside in the United States at the time of hire.

Equal Opportunity Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.