SERVICES AND SOLUTIONS SUPPORT (Sales)

Reporting to the Services and Solutions Support Manager, the Services and Solutions Support Specialist is responsible for the implementation and ongoing support of contracted Managed Print Services (MPS) business and for assisting in various support elements of Managed Print programs. Major responsibilities include:

Addressing questions pertaining to contracts and guidelines for setting up an account
Assisting resellers through contract implementation
Managing to phone and email requests from customers and end users regarding contract updates, pricing changes, removes, adds, hides, and device updates while within the required SLA
Processing supply ticket requests for end user's devices
Assist in the maintenance of standard operating procedures (SOPs) for the role
Ensure resellers submit complete and accurate documentation for the setup of contracts
Release MP Notifications for devices that require manual review and analysis to determine supply needs
Manage to order with back order and item constraints by communicating with Inventory Control on ETAs and/or alternate products
Work with MPS pricing specialist(s) and Product Management to ensure appropriate pricing is set per MP Customer
Assist with various oversite reports to ensure proper billing to resellers
Respond to resellers and end users on order and notification questions. Understand needs from the dealer's perspective in relation to automatic supply notification and impact on the order process
Provide timely response via email and telephone while providing outstanding customer service