Xerox

Purpose: 

• Responsible for installation, maintenance and repair of own company and third-party products and systems including hardware, software, networking products and operating systems. 

• The role provides complete support coverage for equipment assigned to a Production Systems Group (PSG) customer and specializes in Office Equipment to maintain the highest possible up-time for the customer.  While the support extends from supply replenishment through finished output, including operation of the equipment and finishing devices, it also includes full break/fix repair of the assigned equipment.  
 

Scope: 

• The work undertaken by the role holder is completed in line with the Service Level Agreement and Statement of Work relevant for the customer. 

• Provide support related to the operation and maintenance of the assigned client’s equipment, including (as required) equipment consumables management.   

General: 
 

•  Senior level job with considerable work experience 

•  Has developed specialized skills or is multi-skilled through job-related training 

•  Completes a variety of a typical assignments 

•  May solve problems of a recurring nature, but takes a broad perspective to problems and may identify new, less obvious solutions 

•  Completes work with a limited degree of supervision 

•  Acts as an informal resource for colleagues with less experience 

•  May lead a team in the performance of a variety of tasks that are generally routine 

•  May have specialized external certification (technical roles) 

Primary Responsibilities: 

• Perform routine services to ensure equipment availability to client site users. 

 • Perform equipment operation (printing, scanning, copying) to deliver finished documents as required including use of finishing devices. 

•  Serve as the primary customer contact for providing all maintenance, production and supply inventories of assigned equipment 

• Provide appropriate communication, support, and interface to on-site client base as to equipment status and availability. 

• Proactively manage consumables and supplies replacement as required. 

•  Provide customer training on assigned products to improve end user knowledge of equipment functionality 

•   Maintain appropriate communication with Managed & Technical Services personnel within assigned area of coverage. 

• Provide accurate and timely monthly reporting of activities (as required) using activity reporting software and tools. 

• Take responsibility for customer satisfaction through proper use of customer management skills and engaging the support of other Xerox personnel as required. 

• Develop schedules & implement preventative and corrective maintenance services to maximize equipment uptime and performance.   
 
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