COORDINATOR, DPRINT CUSTOMER SERVICES (C4532)

CAMPUS RETAIL STORES – DIGITAL STORE

Note

This is a three-year, full-time contract position.

Scope

Reporting to the Digital Store Supervisor, the incumbent ensures a high level of customer satisfaction through excellent customer service for the DPrint network of multifunction machines which include the fleet of self-serve machines, the fleet of departmental machines and the Digital Store machines. The incumbent will ensure a smooth and efficient operating network, by working with the service provider and the I.I.T.S. department.

Primary responsibilities

• Coordinate available resources, address network issues, service calls, MACD (Move, Add, Change, Dispose), and all issues dispatched by the helpdesk. Ensure a constant flow of feedback to customers.
• Working with established guidelines provided by the service provider and assigned technician implement a process to maintain the equipment (i.e. “break and fix”, replenishment of toner and paper).
• Assess departmental needs and trends; suggest and/or propose changes to the appropriate mix of self-serve equipment in order to optimize productivity, as well as provide access for customers.
• Assist in preparing the request for proposal documents and supporting materials for the Print and Imaging contract.
• Plan and schedule ongoing meetings with users in order to evaluate satisfaction levels with the DPrint service. In collaboration with the marketing coordinator develop timely customer satisfaction surveys.

Requirements

• • Diploma of Collegial Studies (Two year DEC) with two to four years of related work experience; previous experience working in retail is an asset.
• Excellent interpersonal skills.
• Good spoken English (level 4) and Basic written (level 3), Basic spoken French (level 3) in order to provide general information and to respond to inquiries.
• Ability to apply written instructions to machine set-up and maintenance.
• Good understanding of networking and configuration of Concordia IT environment.
• Good understanding of multifunction machines’ features and related software (such as XDM, Equitrac and Printer On)
• Basic keyboarding skills.
• Familiarity with all operating systems used in the university environment (Windows, Mac and Linux).
• Capable of supporting stress and pressure in a high-volume service environment.
• Strong organizational skills, ability to multi-task, embrace and adapt to change.
• Ability to work independently and within a team setting.

Salary

$21.79 - $26.23 per hour

Union/Association

CUSSU

Interested applicants must submit a curriculum vitae with a covering letter by January 28, 2013, to:

Elvira Fiorentino
Concordia University
Department of Human Resources
S-FB 1130
1455, boul. de Maisonneuve O.
Montréal (Québec) H3G 1M8

Fax: (514) 848-2844

Email:
External Candidates - hr-employment@concordia.ca
Internal Candidates - eed-employment@concordia.ca
(please enter your Employee ID number in the subject line)

IMPORTANT: The language and computer skills of short-listed candidates will be tested.

Concordia University is committed to Employment Equity and encourages applications from women, Aboriginal Peoples, visible minorities, ethnic minorities, and persons with disabilities.

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