TML, a Xerox Company
  • Service
  • Hagerstown, MD, USA
  • $16-19
  • Hourly
  • Full Time

Full health benefits, generous 401(k) match, 10 holidays, Paid Days Off


We have a fast-paced and exciting opportunity for you to be a "Customer Service Hero" as a Copier & Printer Tech at our medical client site in Hagerstown, Maryland.

It is important that our On-Site Technician do these 3 things well:

  • Repair and perform preventative maintenance on black & white and color digital copiers, faxes, printers and scanners. Troubleshoot network printing and network scanning capabilities of digital multifunctional equipment.
  • Provide seriously outstanding, White Glove Service to our client. Because this is a medical campus, it is imperative that copiers and printers are working correctly, and that our customer receives top-notch service at all times.  You truly have the ability to be a hero to this client!
  • Focus on the key productivity objectives including 5 gross calls per day, efficiency rating of >50%, response time commitments between 2-4 hours, and parts costs per call of $37.

We're TML, A Xerox Company.  We help our clients save time, the environment, and financial resources by improving how they print, scan, and manage files.  Does that sound boring?  Well, consider this: a gallon of printer ink costs more than gasoline, milk, wine, and even human blood!  By helping the client print to the most efficient device available, as well as default many devices to 2-sided printing, we assist them in saving almost 800 trees per year!

We should also mention that we think we're a great place to work.  But don't take our word for it: The Human Rights Campaign Foundation just named us a best place to work for the 15th year.  We're one of only five companies the EPA has named a Corporate Leader.  And The Ethisphere Institute has awarded us the designation as a World's Most Ethical Company for a decade--only fourteen other companies have that honor.

Do you have what it takes?  Here's what success looks like in 30 days:

  • You have completed new hire training, and you've built a solid foundation of knowledge of TML, our client, andour customer service culture.
  • You have established a thorough understanding your daily workload, including the energy and positive attitude that it will take to maintain client satisfaction. If you love to be active and are great at organizing your time, you will do well in this position, as you'll be walking and standing over 90% of your eight-hour day.
  • You have begun to deliver white glove customer service as you complete calls on printers and copiers, with the assistance of your direct manager.
  • You have completed at least 50% of the technical training courses on the devices in your portfolio.
  • You have maintained a functional parts and supplies stock to properly support the equipment within your territory.

And here's what success looks like in 60 days:

  • You've completed 100% of the training courses required to fully support the equipment assigned to you.
  • You are actively and correctly completing service calls on copiers and printers independently, and earning high scores on client satisfaction surveys.
  • You've completed your first stock audit with no variance.
  • You're completing semi-monthly 1-1 meetings via with your direct manager to celebrate successes, address and resolve challenges, and discuss career development.

Here's what we're looking for in your background, to make sure this is a mutually great fit:

  • 2 or more years of printer, copier or Digital Multifunctional Device service or industry-related experience (Xerox, Canon, Ricoh, Sharp, Konica, HP or similar) including the ability to troubleshoot digital copiers, good computer/networking IT skills, firm grasp of IP networking and common IT protocols (SMB, FTP, SNMP, SMTP). You must have industry experience repairing copiers and printers full-time for several years to be considered for this position.
  • Superior customer service and time management skills: this is a fast-paced, 100% client-facing role, and a sense of urgency and the ability to prioritize is absolutely ESSENTIAL to your success.
  • Ability to lift 50 pounds, stand and walk for extended periods of time, pull, lift, squat, reach, bend, and stoop to equipment, parts, and supplies. Again, this is an extremely active position that requires walking and standing for over 90% of the work day.
  • Ability to establish credentials for working on a medical campus, which will include a background check, HIPAA and Bloodborne Pathogens training, TB Testing, and immunizations (all of which are provided and paid for by TML).

And last but certainly not least, we offer great benefits, including:

  • Full medical/dental/vision, wellness credits, and a company contribution to a Health Savings Account
  • Paid Time Off plus 10 paid holidays, including a personal holiday
  • 401(k) with generous match
  • A company issued phone and laptop
  • The opportunity to earn the annual President's Club Trip for you and your guest.  We're heading to a private villa in Barcelona next.
TML, a Xerox Company
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