Field Support Specialist

3 months ago

Toronto, Canada SPS-North America Full time

**Job Title**:Field Service Representative**

**Reports To**: The **Field Service Representative,** will report to the Client Services Supervisor, Client Services Manager, Human Resources, or equivalent leadership.

**Job Overview**:
The **Field Services Support Representative** will be assigned to provide backfill coverage within their assigned region, filling in for staff that will be on scheduled and unscheduled time off. This position requires flexibility as there will be multiple locations the FSS could be assigned to. This assignment could also be same day assignments based on unscheduled call outs needing immediate support. This position is recognized as a critical role for customer satisfaction, continuity of business, and meeting our service level agreements. The goal for this role is to ensure customers are supported with continuous coverage in conformance of our service level agreements.

The FSS Representative provides exceptional overall office services experience, delivering operational functions in the following service lines: shipping & receiving, print & binding, facilities, hospitality, concierge, reception, data entry, document scanning, inventory/supplies management, and other processes which may be tailored to specific sites within the scope of our core business lines and service level agreements. Training will be facilitated at SPS sites within that region to establish FSS familiarity with the other SPS sites.

Overall, this position continuously offers the highest level of service to all client and SPS employees while maintaining a professional image of the company by providing prompt, courteous and efficient service.

**Duties and Responsibilities**:
**Mail Services**
- Provides exceptional world class service to all clients (in all forms of communication).
- Processes inbound and outbound accountable and flat mail/packages and sorts by

recipient/department utilizing manual or electronic chain of custody procedures.
- Performs duties associated with the shipping and receiving of materials such as

packaging and sealing shipments.

**Reprographics Services**
- Assists with copy/print production and/or monitoring the copy/print equipment for

satisfactory functionality.
- Provide binding services such a GBC, Velo, Coil, and Wire

Internal
- Performs daily key operations of convenience multi-function devices (ensuring

functionality, replenish toner/paper).
- Performs duties of scanning and imaging documents and light copy/print reproduction

services.

**Office Services**
- Maintains the Office Services Center area in a neat and orderly fashion.
- Service and replenish the pantry, conference, kitchen, or meetings areas.
- Provides general and preventative office maintenance & repair duties.
- Oversees office equipment maintenance and safety tests.
- Breakroom organization, cleaning, and stocking.
- Meeting room and conference room set ups.
- Monitors level of office supplies on the floors while replenishing.
- Inventories office supplies and orders accordingly.

**Front of House**
- Provides reception or concierge (front of office) coverage as needed.
- Welcome guests receive and catalog guest information, and orient new clients.
- Represent SPS Global and our clients positively in all interactions (in person, on the
- Oversee the quality of the lobby concierge experience while demonstrating a spontaneous

desire to assist others and provide excellent service
- Exhibit a courteous and gracious personality even in stressful situations and builds

professional relationships with customers and other teams.
- Receiving guests and contacting associated client host, coordinating with Building

Security, and managing access levels for clients.
- Answers and properly routes global calls,
- Logs visitors into the registration system.
- Provides light administrative support to staff as directed

**Competencies**:

- Strong verbal and written communication skills.
- Excellent customer service skills.
- MS Office Suite experience with intermediate to expert competency.
- Ability to handle multiple tasks simultaneously.
- Good organizational skills.
- Working knowledge of MFD (Multi-Functional Device) equipment.
- Requires knowledge and understanding of shipping/receiving procedures and ability to comprehend instructions.
- Possesses ability to work independently and capable of completing projects.
- Proactively seeks out additional work during downtime.
- Builds professional relationships with customers and other teams.
- Maintains professionalism and composure when interacting with all employees.

**Qualifications and Education Requirements**:

- High School Diploma (or equivalent) required.
- 6+ months prior work experience preferred.
- Ability to work assigned work hours determined by manager.
- Excellent organizational and time management skills.
- Analytical abilities and aptitude in problem-solving.
- Superb written and verbal communication skills.
- Current knowledge or ability to learn co

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