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Account Associate Tier 4-25072

Mississauga, ON
POSITION CONCEPT:
This position works as part of the service delivery team that is aligned to one or more customers. He/she will have a focus on the following:
• Delivery of service that meets the Service Level Agreements and delights the customer
• Supporting the achievement of productivity improvements
• Contributing to service transformation and business growth

SCOPE: The work undertaken by the role holder is completed in line with the Service Level Agreements and Statements of Work relevant for the customer.
Overview of Tier Responsibilities: These positions will have primary or secondary responsibility in any of the services within their tier. They will be responsible for delivering high standards of quality service. A high level overview of the major responsibilities for each level is as follows: Tier 4 - Digital production process operation, high volume / complex black & white and colour output

ESSENTIAL DUTIES: The following describes the main job duties by work area for the XS Account Associate Tier 4 Profile. Duties for a specific role may include - but are not limited to - these duties. Specific roles may also include duties from other tiers as a portion of their duties.
General
• Ensure customer issues and escalations are resolved or further escalated as appropriate
• Conduct quality checks on own work to ensure accuracy and required output is to standards
• Adhere to all safety procedures
• Perform backfill duties for absent coworkers
• Perform other duties as assigned by Manager Print
Production
• Set up, operate and maintain networked digital colour production printing system and front end colour servers, configure job processing settings, manager job queues, process files and print jobs
• Convert digital files to formats such as PDF, TIFF, PostScript, XML, etc. for import into document management systems
• Troubleshoot complex PDL, PDF and variable data workflow issues such as trapping, overprinting and performance optimization
• Merge variable data in to standard formats
• Perform quality checks on equipment utilized, diagnose and correct performance and image quality problems per operator maintenance procedures
• Evaluate output and make adjustments to obtain a desired level of image quality
• Obtain updated drivers as required
• Perform colour server file maintenance and job tracking (press schedules)
• Record meter reads, process production forms and maintain records
Administration
• Complete and maintain all logs and reports including month-end reports
• Input Meridian (billing system) requisitions
• Order and replenish consumables, forms inventory and other supplies items as required. May include monitoring and managing inventory of production printer consumables and specific stock to support client print job requirements
Continuous Improvement
• Support site continuous improvement programs including 5S, a site efficiency methodology

REQUIRED SKILLS:
• Proven ability to work under pressure handling multiple tasks to ensure timely completion of all activities
• Able to listen and communicate effectively
• Able to read, write and follow basic English instructions
• Ability to lift and move up to 50 pounds
• Basic math skills (add, multiply, divide)
• Basic computer skills (keyboard, mouse functions)
• Excellent communication and Customer service skills
• Effective organizational skills Intermediate or advanced mechanical abilities and motor skills

EDUCATION/EXPERIENCE:
• College / Technical School Certificate or equivalent experience (3-5 years)
• Health and safety certification (WHMIS)
• Experience in customer facing role / customer service role (3-5 years’ experience)
• Service or Document management industry work experience operating high volume, networked systems
• Knowledge of and working skills with principles of colour theory, colour calibration process and instruments
• Knowledge of substrates and their limitations and characteristics
• Knowledge of or experience with variable information workflows
• Operation of PC Applications in a networked environment
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