Xerox

Purpose: 

• Provide on-site service to a fleet of Xerox and other manufacturer devices defined within the contract as part of reactive (break/fix) and proactive (consumable management) processes. Responsible for ensuring service levels are met and customer satisfaction is paramount in what they do. The role holder works as part of Technical Service in conjunction with the Service Delivery team that is aligned to one or more customers. 

Primary Responsibilities:

• Serve as the primary on-site customer contact for equipment support, training, and service. 
• Physical as well as remote device management and control. 
• Break/Fix support and maintenance, including replacement accessible parts and consumables per equipment specifications. 
• Utilize Xerox web-based applications as required to support problem identification, monitor/apply current software updates/patches and report activity as required by local processes.
• IT support functions, including downloading & installing printer drivers on end-user equipment, mapping to PC as required, escalating printer network issues to appropriate resources etc. 
• Device Configuration (Enter IP address, scanning templates, User access levels, Scan to File/Email,etc.…) 
• Proactively manage consumables and supplies using local tools to support. 
• Maintain on-site operator replaceable parts inventory. 
• Identify and promote Xerox Services and Solutions. 
• Ensures SLA (Service Level Agreement) is achieved, and customer requirements are met. 
• Promotes knowledge sharing and acts as a mentor/coach. 

Candidate’s Background:

• Experience in a customer facing service delivery role. 
• Demonstrates a proactive approach to work with initiative and drive. 
• Basic understanding of IT support functions as outlined above 
• Ability to work independently and to manage a personal schedule. 

Educational Background:

• Education level High school Diploma required; bachelor’s degree preferred. 
• English, Math and IT, or similar/relevant courses.