Xerox

We're an industry leader that's rapidly growing our Technical Services division and have an immediate need for professional field service technicians to delight our customers.

Scope:

• Strong communication skills with external and internal partners Individual Contributor
• Interfaces both internally within functional area (services) as well as with external customers in providing service that delights the customer
• Has developed specialized skills or is multi-skilled through job-related training
• Completes a variety of atypical assignments
• Solves problems of a recurring nature, but also 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

• Recommended Professional Certifications: Preferred COMP TIA A+/N+
• Senior level job with considerable work experience (3+ years)
• Intermediate MS Office experience.
• Detailed knowledge of IT Fundamentals (e.g., PC hardware / software, Printer languages, Operating Systems, Desktop Applications, Networking, Network protocols)
• Valid driver’s license 

• Completion of all Xerox Onboarding courses
• Completion of required Model Family Training
• Successful Parts Management Software and Audit Completions
• Ability to complete expected Visits Per Day as entry level A03
• Completes work with limited Autonomy

Technical Maintenance & Repair:

• Perform full range of maintenance on assigned products; including technical diagnostics, software loads, installation, removal, retrofit and customer call assistance.
• Completes onsite fault-diagnosis and repair
• Handles Parts & Consumables replacements
• Executes Installations and Shop Setups of New Equipment
• Manages Total Call Process
• Primary focal point for service reps with customer and technical problem escalations.
• Assists and backs up Specialist as required.
• Generates new and innovative solutions to complex problems, and proposes improvements to processes

Customer Management:

• Take responsibility for customer satisfaction through proper use of customer management skills and engage the support of other Xerox personnel as required.
• Provide customer training on assigned products in accordance with current field procedures.
• Take ownership for customer issues and resolution with minimal support required.
• Keeps clients informed of ETA Arrival and follow up on ETA for return with Parts
• Adhere to proper escalation procedures to resolve customer issues.
• Communicates opportunities to upgrade assets to sales channels
• Verbal communications with external and internal interactions
• Direct client interaction with basic presentation skills.

Technical Support:

• Escalate ongoing HW/SW issues to L2/L3
• Use of current AI Tools and Technical Documentation
• Participate in ongoing product training
• Assist other TSRs as required with call support, knowledge sharing & problem resolution
• Responsible for supportive participation in team functions and adherence to agreed-upon practices and procedures developed by the Team.
• Manage call activities
• Document calls in applicable systems
• Manage workday for maximum productivity
• Responsible for fully assigned workload territory