Managed Services Field Support Specialist (FSS)

Ubeo, Llc; Austin (TX); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Choice of medical, dental and vision plans

Generous vacation, holiday, and sick leave programs

401(K) plan with match

Job summary

A technology services company in Austin, TX is seeking a Managed Services Field Support Specialist to support its service teams. This role involves implementation of managed print solutions, monitoring service programs, and ensuring that customer service levels are met. The ideal candidate should possess excellent communication skills, attention to detail, and the ability to multi-task in a fast-paced environment. A competitive compensation package and benefits are offered alongside opportunities for professional growth.

Qualifications

• Ability to travel to various work locations as needed.
• Good driving record.
• Ability to record materials received and shipped on a computer system.

Responsibilities

• Supports the Area Program with MPS+ solution implementation.
• Monitors the Managed Print Service Plus program.
• Engages resources for proactive maintenance.

Skills

Excellent written and verbal communication skills

Ability to multi-task and problem-solve

Attention to detail

Proficiency in MS Word, Excel, Outlook, and PowerPoint

Ability to work independently

Tools

Microsoft Office Suite

Handheld mobile technologies

Job description

Managed Services Field Support Specialist

UBEO Business Services, the premier provider of business technology products and services, is seeking to hire a Managed Services Field Support Specialist to join our team in Austin, TX.

UBEO is a distributor/servicer of document equipment and software solutions. Primary products include Xerox, Ricoh, Canon and Konica Minolta multi‑functional equipment and Kyocera printers. UBEO specializes in electronic document management software and integrations.

Purpose

The Managed Services Field Support Specialist (FSS) acts in a supporting role for the UBEO Services teams at various locations and clients.

Responsibilities

• Supports the Area Program with implementation of the MPS+ solution. This may include UDCA implementation, equipment installation, asset tagging, setting supply inventory par levels, asset validation and process creation/documentation.
• Monitors all facets of the Managed Print Service Plus (MPS+) program to ensure that UBEO performance standards are maintained, and customer requirements (contracted service levels) are consistently met.
• Engages UBEO and/or third‑party resources to provide proactive maintenance, as well as ongoing maintenance to ensure Service Level Agreements are met.
• Acts as a supporting interface to outside contractors for management of performance issues.
• Monitors the just‑in‑time (JIT) parts and supplies procurement and distribution program, as well as an onsite inventory of key parts and supply items.
• Monitors Call/Support Center activity to ensure service response requirements are met. Coordinates, tracks, and reports machine moves, machine removals, and new machine installations.
• Assists with end user training for equipment installations.
• Delivers mail, packages, copy products and stationery to assigned group/location per daily schedule. Ensures that all packages received/delivered are shipped and/or delivered same day, or alternatively consignees are advised of next day delivery.
• Ensures all shipped packages are adequately protected against damage.
• Processes shipment request with vendor, advising package owner of arrangements.
• Stocks copy rooms and provides first response for copier fleet production needs such as clearing jams (no tool repairs) and determining if a technician is needed.
• May perform other duties to include but not limited to monitoring online production/copy requests, setup of conference rooms for client meetings, and answer telephones in a professional manner, direct calls, and take messages.
• Manages the collection of periodic meter readings, including review and validation.
• Acts as a liaison for the customer in all matters concerning the fleet. Engages with customer’s facilities team, IT group, etc. to ensure proper implementation and post‑installation support is provided.
• Conducts implementation of national launch programs/processes including field training.
• Performs other duties as assigned.

Supervision

Supervised

Job Related Dimensions

• Track record of integrity and trustworthiness with confidential/sensitive information.
• Ability to plan, organize, and multi‑task in a fast‑paced environment.
• Demonstrates confidence with a high degree of professionalism.
• Very strong attention to detail and problem‑solving skills are essential.
• Takes ownership of job responsibilities with personal pride and accountability.
• Very prompt, hardworking, and loves what they do.
• Ability to work independently with little supervision required.
• Ability to remain calm while working under pressure in a busy environment.
• Ability to work within the timeframe of standard policies and procedures and not miss deadlines/due dates.
• Ability to maintain confidentiality related to sensitive company and employee information.
• Excellent ability to multi‑task, prioritize and problem‑solve in a busy, fast‑paced environment.
• Proficiency in MS Word, Excel, Outlook, and PowerPoint is essential.
• Exhibit extraordinary discretion, confidentiality, flexibility, and willingness to work closely with our team.
• Excellent time, leadership, and management skills.
• Excellent written and verbal communication skills.
• Strong professionalism and organizational and planning skills.
• Regular and reliable attendance.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Excellent written and verbal communication skills.
• Ability and flexibility to travel to various work locations throughout the Bay Area as needed to service various clients and locations.
• Intermediate skills with Microsoft Office Suite, handheld mobile technologies, and applications.
• Ability to use computer system to record materials received and shipped.
• Good driving record.

Physical Demands & Work Environment

• Ability to sit at a desk for prolonged periods of time.
• Ability to walk for long periods throughout and between buildings.
• Physical ability to assist with warehouse operations.
• Ability to lift up to 50 lbs. on occasion.

Benefits

UBEO offers a competitive compensation package. UBEO also offers an excellent benefits package which is a significant part of our employee's total compensation. We strive to provide a broad range of competitive benefits designed to meet your personal needs and priorities.

• Choice of medical, dental and vision plans that provide our employees and their families with high‑quality healthcare, including orthodontia for both adults and children.
• Generous Company Paid Health Reimbursement Account Options to defray deductible expenses.
• Company paid life and accidental death and dismemberment insurance for you, your spouse and children.
• Flexible Spending and Health Savings Account Options – Set aside pre‑tax dollars to cover out‑of‑pocket expenses related to health or dependent care.
• Voluntary coverages at low group rates including Aflac Insurance – In the event of death or disability, you can help protect your family against the loss of income with various types of insurance.
• Pet Insurance, breathe easy knowing Nationwide has your pets covered.
• Pre‑paid legal coverage, access to experienced attorneys that can help you with any legal issue 24/7.
• A generous wealth accumulation program will help you achieve financial security for retirement. We offer a 401(K) Plan w/ Match upon eligibility and Free Financial Counseling.
• Generous vacation, holiday, and sick leave programs – as we believe that taking advantage of time away from work is essential for a well‑balanced life.

EEO Statement

UBEO is an Equal Opportunity Employer and considers applicants for all positions without regard to age, sex, color, race, religion, national origin, disability, genetic information or predisposition, military/veteran status, citizenship status, marital status or any other group protected by applicable federal, state or local laws.