Mail Services & Customer Support Coordinator

About the role

The Senior On-Site Service Specialist, Multi-Site (SOSS.MSE) provides operations functions in one or more of the following areas: operates high-volume duplicating, production, sorting, mailing, or binder equipment; performs 2D & 3D printing and reprographic copying tasks; ships and receives product and supplies; sorts, distributes, and handles incoming and outgoing mail/faxes; and applies necessary postage. Additionally, the role includes copier maintenance and/or repair of customer site equipment, bindery work, quality control, final inspection of finished goods, housekeeping, hospitality, file services, call center representation, and reception. The position may also involve building support functions such as meeting setups and light maintenance.

This role reports to the Site Manager, Site Supervisor, or Assistant Site Manager. During low-activity periods, the specialist may assist at other customer locations within the assigned geographic area to cover vacations, absences, training, or implementations.

Responsibilities

• Operates high-volume/production 2D or 3D print and copy machines, and performs binding and finishing work.
• Ensures convenience copiers are functioning properly through daily inspections, clears paper jams, and reports issues to technicians.
• Performs basic equipment troubleshooting and escalates calls to technicians as needed.
• Sets up equipment as prescribed by the customer (e.g., adding toner, stocking paper, loading filaments and powders).
• Scans and/or images documents and transmits files to printers.
• Provides temporary/occasional reception services.
• Maintains records for management reports and inventories of supplies.
• Distributes office supplies, fax transmissions, and mail to company personnel or designated drop-off points.
• Calculates charges for jobs performed, maintains logs, and may generate reports.
• Responds to and coordinates all service calls required by the customer.
• Performs filing duties as requested by customers, including purging and archiving old documents.
• Delivers completed jobs to predetermined customer locations within and outside the site.
• Maintains daily meter and service logs.
• Travels between customer buildings as needed.
• Answers customer questions regarding job status or feasibility.
• Ensures upkeep of convenience copier areas by keeping them neat and well-stocked.
• Performs shipping and receiving duties, including checking packing slips for accuracy.
• Sets up meeting and conference rooms as required.
• Assists with building occupant moves within assigned facilities.
• Performs light maintenance and cleaning duties.
• Occasionally performs shipping, receiving, and dock work in a mailroom environment.
• May require periodic overtime, including nights, weekends, and off-hour emergency response.
• Performs post-production cleaning of 3D printed parts.
• Uses equipment such as shrink-wrap machines, paper cutters, hole drillers, bindery equipment, joggers, tape machines, stackers, electric staplers, and scales.
• Operates copier equipment, calculators, fax machines, postage meters, and basic PC functions.

Requirements

• High school diploma or GED.
• 1-2 years of related work experience; some copy job experience preferred.
• Valid driver’s license and minimum levels of auto insurance coverage may be required.
• Competency in basic computer skills, including proficiency in MS Office Suite.
• Working knowledge of copier and related equipment repair is preferred.
• Understanding of shipping/receiving procedures.
• Basic electronics knowledge is preferred.
• Ability to handle, clean, and polish both robust and delicate 3D printed parts.
• Ability to work independently and flexibly to complete projects.
• Ability to determine correct packing methods and materials, and verify packing slip accuracy.
• Ability to comprehend instructions concerning mail delivery.
• Strong troubleshooting and problem-solving skills.
• Ability to read and comprehend technical manuals, parts books, and related publications.
• Excellent customer relations and verbal communication skills.
• Willingness to report to alternate sites, which may involve walking, driving, or other transportation modes, and potentially longer commute times.

Working Conditions

• Frequent exposure to copier/fax machine noise, toner, 3D print materials, and temperature changes in work areas.
• Potential exposure to paper cuts from handling paper and opening boxes.
• Exposure to various weather conditions when walking between buildings.
• Daily in-person or telephone contact with customers, employees, managers, and/or Dispatch Department; occasional contact with vendors and equipment repair personnel.
• High stress levels due to tight deadlines and quick turnaround times.
• Physical effort required, including long periods of standing, walking, bending, reaching, stretching, or climbing.
• Lifting or moving items weighing up to 50 lbs.
• Pushing or pulling machines on wheels weighing up to 400 lbs. for repairs.
• Walking between buildings may be necessary.
• Use of personal protective equipment may be required.
• Local car travel may be required when supporting alternate sites.
• Schedule flexibility is required; while most assignments are 8 AM–5 PM Monday through Friday, overtime and off-hour emergency responses may be needed.

Benefits

• Broad selection of medical, dental, life, and disability insurance options.
• Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
• Team member tuition assistance programs.
• Paid vacation time and paid holidays annually.
• Additional benefits to enhance health, wellness, and ongoing personal and professional development.