At HeiTech Services, our employees are our biggest assets.

The Printing Customer Service Representative is responsible for greeting and interfacing with Federal Government clients in person, via telephone, and via the Printing Department email inbox; and coordinating the workflow of print jobs within a PDF workflow high volume digital duplication plant.

Candidate must have strong people skills, be detailed oriented, and be able to work on multiple projects in a time sensitive environment utilizing multiple pre-established guidelines.

Applicant must have a working knowledge of PDF preflight, digital production, and job finishing in order to successfully communicate with clients and complete internal job tickets and numerous reports.

Essential Duties and Responsibilities:

• To be successful, the candidate will be expected to possess strict attention to detail, exceptional customer service, demonstrated organizational and problem resolution skills, and working knowledge of high end printing technology.
• Greet and interface with clients (via telephone and email); and provide clients with Printing Department guidelines, including the use of required systems, approved forms, and job submission requirements.
• Continually monitor job requests in internal service desk system and update required information fields within 2 working hours of any request or change.
• Review job requests to determine whether job will be completed in-house or commercially.
• Verify the accuracy of client job submissions; specifically, confirm requisition information is complete, accounting information is accurate, and approvals are received.
• Determine print specifications for a variety of publications and forms, including type of paper, size of publications, appropriate finishing, use of color, etc.
• Prepare job specifications, change orders, and cost estimates.
• Provide clients with feedback regarding any file submission issues and/or recommended revisions for in-house job requests.
• Manage client expectations for printing and finishing services based on knowledge of in-house workload and production capabilities.
• Prepare Duplicating Service Request (DSR) with detailed print instructions for in-house print jobs.
• Work with Lead Printing Plant Operator Lead to prioritize workflow based on volume and due dates of job requests.
• Analyze submitted print file documents for potential printing issues using Preflight PDF tool and/or reviewing hardcopy files.
• Contact vendors for equipment service and/or multifunction device supplies as needed; track and manage vendor services.
• Review customer requests for copiers to identify the most suitable multifunction devices and make approval recommendations to the NOAA Copier Manager.
• Other duties as assigned in order to backfill positions as needed.

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Skills and Abilities Required:

• Documented customer service experience interacting with customers verbally and in writing to determine client needs, collect job specifications, communicate job statuses, propose and implement suggested solutions, and deliver final products.
• Working knowledge of high end printing and color technology.
• Demonstrated experience performing Adobe PDF preflight analysis on print job requests.
• Excellent verbal and written communication and negotiation skills, in English.
• Hands-on experience running print jobs using digital equipment.
• Demonstrated time management, planning and organization skills.
• Experience with or demonstrated ability to learn server- or cloud-based service desk and printing platforms.
• Ability to maintain effective working relationships with others.
• Ability to perform basic math skills such as addition, subtraction, multiplication and division.

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Minimum Education and Experience Required:

• Must possess a high school diploma or formal equivalent PLUS a minimum of two (2) years of printing experience.

• Working knowledge of high volume digital copier/printers and various finishing requirements.

• Proficiency with Adobe PDF and ability to analyze preflight reports.

• Working knowledge of commercial off the shelf (COTS) products related to digital printing, e.g., print servers, Adobe Creative Suite and Acrobat Professional, Fiery Command Workstation, color calibration and imposition.

• Proficiency with the following work management products and tools:

  • Microsoft Office products, primarily Excel and Word
  • Google Suite platform
  • Server- or cloud-based service desk and printing platforms

• Working experience with GPO (U.S. Government Publishing Office) preferred.

• Must be a U.S. Citizen.

HeiTech Services is an Equal Opportunity/Affirmative Action Employer. All qualified Applicants will receive consideration for employment without regard to race, color, national origin, sex, religion, age, sexual orientation, disability or veteran status.