Field Support Specialist Boston, Massachusetts, United States

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 clients and SPS employees while maintaining a professional image of the company by providing prompt, courteous, and efficient service.

Duties and Responsibilities :

Mail Services

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• 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.
• Provides binding services such as GBC, Velo, Coil, and Wire.
• 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.
• Services and replenishes 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.
• Welcomes guests, receives and catalogs guest information, and orients new clients.
• Represents SPS Global and our clients positively in all interactions (in person, on the phone, and over email).
• Oversees the quality of the lobby concierge experience while demonstrating a spontaneous desire to assist others and provide excellent service.
• Exhibits a courteous and gracious personality even in stressful situations and builds professional relationships with customers and other teams.
• Receives guests and contacts 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.
• Strong verbal and written communication 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.
• Knowledge and understanding of shipping / receiving procedures and ability to comprehend instructions.
• 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 computer-based systems required for functions of position.
• Required to maintain an overall professional appearance and attitude.
• Adhere to all policies and procedures required.

Physical Demands :

• Approximately 50% of the time this position requires the below physical demands :
• Fine and / or gross motor skills, including the ability to grasp, lift and / or carry 25 lbs. individually and 50 lbs. with assistance.
• Ability to walk, bend, kneel, stand, and / or sit for an extended period of time.
• Manual dexterity required for operating office machinery and use of equipment such as ladders and binding machinery.
• Specific vision abilities required by this job include close vision, distance vision, ability to adjust focus and ability to match or detect differences between colors, including shades of color and brightness (MFP color calibration and print requests require this ability).

Travel :

• Travel is an essential part of the Field Services Specialist role and it is mandatory to have access to a reliable means of transportation.
• Assignments can include traveling from one SPS site to another SPS site after your arrival to your home location as required by business need.
• Travel distance will be predominately within the FSS’s assigned region.

Other Duties :

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.

Duties, responsibilities and activities may change at any time with or without notice.

WHAT WE OFFER

• Career Growth : An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities!
• Learning & Development : At SPS, we promote a work culture of learning so that you can develop to be the best at what you do!
• We Recognize Talent : We offer a variety of recognition programs for all levels of employees!
• Benefit Offerings : Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identify Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts, 401k w / matching, Entertainment Discounts, & Paid Time Off.

About SPS

SPS is an award-winning employer of choice offering outsourcing solutions that leverage Intelligent Automation (Artificial Intelligence & Robotic Process Automation) in more than 22 countries across the globe.

In North America, our services include Mailroom Management (both physical and digital), Office Services such as Reception, Lobby Concierge and Conference Room Management in addition to Document Processing Services utilizing leading edge technologies.

Our clients today are companies in sectors such as banking, insurance, legal, higher education, advertising and other professional services, including many Fortune 500 companies.

SPS is committed to delivering high caliber outsourcing experience to our clients and offering our employees challenging and exciting career opportunities throughout the North America region and globally.

SPS is committed to investing in the professional development of our employees and offers competitive comprehensive benefits and diverse development training programs that lead to building careers.

At SPS we embrace the uniqueness of our employees and are committed to the fair and equal treatment of all people, applicants, and employees by promoting a culture of access, inclusion, equity and diversity.

SPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual and reproductive health choices, national origin, age, disability, genetics, military status, gender identity or expression, sexual orientation and / or any other status protected by law.

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