Xerox

Overview:

This On-Site Associate “OSA" is responsible for the remediation and scheduled service of customer devices under contract.  Provides quality service performance to meet or exceed Customer expectations resulting in a high level of Customer Satisfaction.

Responsibilities:

• Work within Lexmark’s systems to accept and respond to dispatched service and supply calls within Customer Service Level Agreement (SLA) commitments.  

• As necessary provide diagnostics, repair & maintain product(s) and accessories to Lexmark OEM’s quality specifications. 

• Provide regular and effective communications with customers to ensure awareness of call acceptance, Estimated Time of Arrival (ETA), status, and closure. 

• Assist customer with any reported issues or questions on customer products.

• Be available for scheduling training on appropriate usage of customer products & features as requested

• Conduct repair and maintenance of Managed Output Devices and Total Service Call Procedures prior to leaving customer site.  Compile all required data, including, but not limited to; call acceptance, status updates, call closure and debrief, parts return and tracking. 

• Manage local part inventory and maintain transactions. 

• Collect Meter Reads on Devices as needed.

• Present a positive image through attire, communication skills and personal grooming. 

Additional Responsibilities:

• Assist with occasional special activities/responsibilities/projects as requested and bandwidth permits. 
• Work closely with Operations and Project Team’s during implementation & deployment of print technology and support services, including inventory collection and management, Move, Add, Delete, Change (MADC) tracking, and consumables management while monitoring adherence to all SLAs.
• Conduct Train-the-Trainer for backup purposes.
• Coordinate support for improved service diagnostics.
• Assist with printer assessments as necessary to optimize the fleet aligned to customer standards.

Experience & Skills: 

• 2 - 5 years experience servicing printers, hard copy devices, or imaging products preferred. 
• Strong electro-mechanical aptitude. 
• Excellent driving record
• Valid driver’s license 
• Reliable Transportation Required
• Sound administrative & computer skills
• Microsoft Office Suites experience
• Experience and detailed knowledge of Lexmark products is desirable
• Ability to frequently and properly lift 60 pounds
• Successful government background check required.

How We Set You Up for Success

• Full onboarding and technical training

• Access to support tools and advanced remote monitoring systems

• Career development with regular reviews and improvement plans

• Adherence to client compliance and training programs (e.g., HIPAA, security)

What We Offer

• Competitive hourly compensation with overtime potential

• Comprehensive benefits from day one (medical, dental, vision, life insurance)

• 401(k) with company match

• Paid time off, holidays, and personal days

• A culture that prioritizes flexibility, safety, and work-life balance

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