Description & Requirements
About Xerox Holdings Corporation
For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power today’s workforce.
From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients no matter where that work is being done.
Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech.
Learn more at www.xerox.com and explore our commitment to diversity and inclusion.
Responsible for the maintenance and repair of Xerox and / or third-party products from Ricoh, Kyocera & Canon, whilst having the basic to resolve networking and operating system issues.
Minimum serval years experience in a field service role within the reprographics sector.
Preferred Manufacturer trained on any of the following : Xerox, Kyocera, Canon, Ricoh.
Preferred follow-up courses, including communication, customer handling skills.
Good knowledge of the English language.
Developed analytical skills.
Skills in the use of electronic diagnostic tools, such as a multimeter.
Customer focus mentally.
Preferred knowledge in the field of computers, networks, data communication and colour knowledge.
Developed communicative and reporting skills.
Willingness to work flexibly.
Additional role requirements :
Training will be given on hardware / products in specific to the area.
Added to Job Family Technical Customer Services - CS in scan / refresh process
Accountable for providing service to Xerox customers based on assigned equipment & geographic location.
Individual Contributor. Interfaces both internally within functional area (services) as well as with external customers in providing service that delights the customer.
Intermediate level job with some work experience
Has developed knowledge and skills through formal training & applies these to complete assigned work within own area of expertise
Identifies problems in straightforward situations, and makes sound decisions using standard procedures
Works within established procedures with a moderate degree of supervision
Primary Responsibilities :
Perform full range of maintenance on assigned products; including technical diagnostics, software loads, installation, removal, retrofit and customer call assistance.
Manage call activity; perform call close administrative requirements.
Take responsibility for customer satisfaction through proper use of customer management skills and engage the support of other Xerox personnel as required.
Adhere to proper escalation procedures to resolve customer issues.
Provide customer training on assigned products in accordance with current field procedures.
Responsible for assigned company assets (i.e. parts, tools, communication and computing devices, vehicles)
Responsible for supportive participation in team functions and adherence to agreed-upon practices and procedures developed by the Team.
Assist other service reps as required with; call support, knowledge sharing & problem resolution
Utilize work and achieves business results (PEP metrics) management processes that maximizes productivity
Takes ownership for customer & technical problem resolution with minimal support required.
Participates in discussions on focus areas or processes.
Accepts / shares responsibility for being a subject matter expert / coordinator for key business processes (i.e. parts, asset tracking, retrofits)
Manages and plans activity to ensure productive workday.
Responsible for a full assigned workload territory with minimal assistance.