Client Service Administrator

Core Responsibilities

• Receive and prioritize copier, printer, IT, and managed services support requests
• Schedule and dispatch service technicians based on skill set, certifications, location, and SLA requirements
• Manage daily technician schedules, balancing emergency calls, preventive maintenance, and installs

Work Order & System Management

• Create, update, and close service tickets accurately in the service management system
• Ensure proper documentation of service notes, labor, parts usage, and resolution details
• Monitor open tickets and follow up to ensure timely completion

Customer Communication

• Confirm appointments, provide ETAs, and communicate service updates
• Act as the primary liaison between customers and technicians to ensure a positive service experience

Parts & Resource Coordination

• Verify parts availability (toner, drums, boards, IT hardware) prior to dispatch
• Coordinate with inventory and service teams to prevent repeat calls and delays

Priority & Escalation Handling

• Identify critical, down-machine, network, or repeat-failure issues and escalate as needed
• Support service managers with workload planning and SLA compliance

Reporting & Analysis

• Generate and analyze weekly print fleet reports, including:
• • Stale DCA’s
  • Overage / Coverage reports
  • Toner swap reports
• Review reports with the Service Operations Manager to ensure all usage and charges are accurately captured for billing to end users
• Identify trends, discrepancies, or billing opportunities and recommend corrective actions

Administrative & Performance Support

• Track response times, technician utilization, and service performance metrics
• Support accurate billing by ensuring service calls are properly completed and documented