Position Profile

The Field Representative II serves as the lead for the client’s document imaging processes, providing expert technical support and ensuring customer satisfaction. Responsibilities include prepping, scanning, inspecting, compiling, and assembling documents in accordance with company standards.

Key Responsibilities Create and generate client reporting Manage SLA performance in coordination with site leadership Train and manage cross-training matrix for on-site staff and FSRs Support billing data generation Handle client escalations and follow escalation protocols Oversee equipment maintenance and preventive maintenance (PM) Onboard new employees in partnership with site management Manage and update site procedures Collaborate with internal offsite partners for issue resolution Serve as a technical resource for issue identification and resolution Manage client requests for digital mail and imaging projects Perform document prep, scanning, inspection, and assembly Verify image quality and correct errors Maintain productivity and quality standards Perform shipping & receiving duties, including USPS handling Additional duties as assigned Qualifications High school diploma or equivalent Basic PC and typing skills Intermediate proficiency in Microsoft Office (Word, Outlook, Excel) Knowledge, Skills & Abilities Strong critical thinking and attention to detail Ability to perform repetitive tasks with high accuracy Team-oriented with strong interpersonal skills Adaptable and flexible in changing environments Well-organized with multitasking capabilities Familiarity with EDMS and other imaging software Problem-solving and analytical skills Ability to maintain quality and output standards Working Conditions & Physical Demands Flexibility to work multiple shifts, including nights, weekends, and holidays Ability to work in a production facility with moderate to high noise levels Must be able to stand or sit for extended periods (up to 8 hours) May require lifting up to 50 lbs and moving supplies short distances Ability to manage moderate stress levels in a fast-paced environment

Note: This job description outlines the general nature and level of work performed. It is not intended to be an exhaustive list of all responsibilities, skills, or working conditions.