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Photocopier Senior Team Leader

4 weeks ago

Coventry, United Kingdom Concept Resourcing Full time

ROLE : Team Leader (Managed Print / Photocopiers)
LOCATION: Midlands
PACKAGE: up to £36,000 ,vehicle, laptop, phone, 25 days holiday, pension etc

**The Role**

Working for a high-end premium IT, communication and managed document solutions provider your aim will be to provide customers with a professional and efficient technical support service, ensuring full customer satisfaction. Leads, guides and supports a team of Technicians to deliver a very high level of technical effectiveness, product knowledge and customer care

**Duties**
- Develops Technicians to improve work performance standards, by way of technical support and field Sets and monitor the team work standards ensuring all Technicians meet the required standard. accompaniment.
- Identify within the team technical strengths and weaknesses to ensure the best utilisation of the resource for the Call Scheduler.
- Provide technical assistance to assigned direct and indirect accounts within timescales specified by SLA's. + Make recommendations to RSM for technical training and carries out field coaching in technical and customer care standards.
- Effectively investigate and rectify faults reported by direct and indirect end users. + Attends unreliable devices to resolve problems by root cause analysis. Can write a detailed report with supporting documentation if required for RSM.
- Perform routine maintenance and modifications/updates as required
- Provide support during installations
- Understand and be fully conversant with SLA's relating to assigned accounts.
- Understand solutions in use and be able to carry out basic fault finding
- Report reoccurring faults to enable proactive management of such faults
- Share expertise and technical information with team members
- Always builds relationships with key stakeholders within accounts
- Ensure own and others boot stock and/or site stock is maintained at optimum/cost effective levels.
- Attend product courses as requested to ensure knowledge base enough for job role
- Provide support on any escalated incident or customer related issue.
- Holds team meetings to communicate business related matters such as goals and performance. Create effective environment for employees to participate in the communication process.
- Support the RSM as appropriate.
- Other tasks as directed
- 5 years previous experience working as a Field Technical Support Specialist in the print sector.
- Ability to think through problems in a logical manner to enable speedy and accurate resolution of issues
- Excellent communication and interpersonal skills to ensure first class customer service

**Application**

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