Lead, Field Support Representative

POSITION PROFILE Supports the daily operations of any IKON customer locations including any or all of the following: copy production and finish work, operation of a mail center, maintaining billing logs and reports. Supports the region's IMS logs and reports, the IMS services during implementation and fills in for absences and
vacations throughout the IKON Management Services location, including occasionally in a supervisory capacity, as well as assists during start-up of new accounts. Responsible for supporting operational objectives at all existing customer sites within a geographic territory. Assists with the development of
Site Procedure Guides and ensures compliance with all aspects of IKON Service Excellence. This
position reports directly to the FSR Manager or the Integrated Account Manager.

JOB DUTIES AND RESPONSIBILITIES


Ensures field compliance with IKON Service Excellence performance requirements by filing weekly
status reports.
Facilitates 5-Star Daily Huddles.
Helps customers fully utilize various software applications.
Provides desktop training to end users on the use of multi-functional devices as printers.
Assists with connecting devices to networks and loads drivers onto desktops.
May spend time overseeing the work and answering the questions of Lead Operator and Operator.
Mails deliveries to established locations within an account, either between departments or buildings, depending upon location.
Performs high volume copying on high-end equipment for customers per their specifications. Uses all other copier/duplicator/binding equipment as needed.
Performs shipping and receiving duties.
Performs file room functions, including purging of files for archiving. May coordinate work assignments and answer questions for the other operators during completion
of in-house and off-site copy jobs.
Assesses job requirements and makes decisions as to whether jobs need to be sent off-site.
Coordinates all aspects of overflow jobs, which entails traveling to and from various accounts to the Overflow Copy Center.
Optimizes equipment and personnel resources in a wider area beyond the site level in order to
meet deadlines.
May perform mailroom functions, including sorting and filing of individual sheets of correspondence.
Routinely identifies and documents process improvement suggestions and communicates them to
management.
Ability to analyze customer or IKON projects and provide lower cost alternatives.
Provides cost saving suggestions to IKON or customer.
Lifts and moves boxes.
Assists copier operator as needed.
May perform basic maintenance on machines and oversee scheduling of maintenance for IMS
vehicles. Performs daily visual inspection of site equipment.
Assists in the implementation of new locations and training and directing of new IMS employees.
Verifies proper usage records of supplies and equipment are maintained for end-of-month reporting.
Sells related services to the client to create higher volumes.
Prices copy jobs/orders.
Assists in maintaining, through a proactive approach, consistent company accounting and reporting
policies within the IMS locations.
Assists in implementation of new IMS sites.
May make equipment, software, or solutions recommendations during a contract renewal process.
Fills in for absences or vacations.
May order paper, toner and office supplies totaling $50-60K per year.
May manage postal meter totaling $30-60K per year.
Performs other duties as assigned.

QUALIFICATIONS (Education, Experience and Certifications)
Requires high school diploma plus 6-12 months of related work experience.
Requires 12 to 18 months as FSR.
Requires intermediate skill level on most common software applications including file folder
management and navigating to network production folders.
Requires Six Sigma Yellow Belt certification.
Requires valid, violation-free drivers license along with reliable transportation and minimum levels of auto insurance coverage per IKON Office Solutions policy.

 

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