Xerox

This role provides onsite 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 is 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. Reporting to the operations manager, carry out all reprographic related duties in line with operational procedures and customer requirements, to be the point of contact for the services and to pick up ownership of work completion and support customer liaison with operations manager for the service.

Customer Service

• Consistently exceed client expectations by providing outstanding customer service
• To relate accurate information to the operations manager / end users on the progression of their work
• To work with and educate customers on the best use of the service including opportunities for reducing costs for output to the users working with the operations manager
• To seek feedback on client satisfaction
• To ensure accurate job ticket information and to complete the necessary administration for reconciliation and recharging
• Build relationship with clients and manage their perceptions and expectations
• To be an ambassador and to represent the organisation on site
• Provide expertise in service, collaborate with the operations manager to advise users on best production approach
• To communicate to the operations manager any issues related to the services, any risks or issues which may impact the delivery at the required standard

Operational efficiency 

• Ensure all aspects of job requisition / instructions and other relevant information is checked and correct prior to production
• Manage expectations around deadlines working with the end users
• Demonstrate the ability to manage workflow through the prioritisation of incoming work, managing production schedules, ensuring deadlines are met
• Relate accurate information to users on the progression of their work. When deadlines cannot be met ensure user is informed within sufficient time. Offer alternative solutions when necessary
• Monitor work in progress
• To be proficient in the operation of networked devices and all Printroom related equipment in operation, including finishing equipment
• Demonstrate a thorough working knowledge of all machines, with an ability to manipulate colour work through a variety of software packages
• To advise users and staff on the appropriate methods of production and provide technical support and advice where necessary
• To operate all production and finishing equipment to the highest standards, in line with job specification or user specification
• Make most appropriate use of equipment and technology within the unit
• To administer service calls for production equipment and escalate where necessary
• To quality control finished production work ensuring any mistakes are corrected in line with user specification before delivery to the end user. To provide proof copies where necessary
• Gain a good understanding of client business
• To monitor stock levels of consumables and advise the appropriate person to ensure orders are placed on a weekly basis in line with agreed minimum and maximum stock levels
• Ensure cost initiatives are implemented and monitored regularly
• Any reasonable ad hoc duties as required by senior management or the customer
• Look for opportunities for service efficiency and provide feedback as part of the team
• Work closely with all members of the team and ensure effective collaboration
• Carries out regular preventative maintenance checks on client fleet of machines
• Replenishes consumables
• Maintains log of all activities including on-site parts inventory
• Maintain clean and tidy devices and surrounding environment
• Carries out first level repair and escalate in accordance with agreed procedures for next level maintenance and technical support
• Ensures SLA is achieved, and Customer requirements are met
• Commitment to maintain skill set through personal development and training
• Promotes knowledge sharing and acts as a mentor/coach
• Works closely with the customer, providing support and promoting Xerox in conversation
 

Continuous improvement

• To comply with the Client Account Procedures Manual (CAPM), SLA’s and H&S regulations
• Implement all action points arising from customer feedback and team meetings ensuring continuous improvement to customer standards
• Drive Best Practice standards within the Print Service Centre

Planning and organisation 

• Awareness of impending holidays and impact on production
• To maintain a tidy work area and implement a clean as you go policy
• Liaise with operations manager and Service Delivery Manager to ensure maximum use of all resources (equipment and staff)

Administration

• To manage the job ticketing process, the recharge process and the process for recording job ticket information into relevant Client & Xerox systems
• To ensure all copies are accounted for and are reconciled with the meter readings
• To perform any ad-hoc admin requests as requested by managers or the key client
• To maintain and manage stock levels and highlight any potential issues
• Ensure compliance with customer policies

Health & Safety

• Implement and monitor Health and Safety action points arising from risk assessments and audits
• To complete adequate Health and Safety training and to be aware of responsibilities
• Review H&S Cascades as directed and record compliance
• To be aware of and maintain safe working practices related to H&S and COSSH regulations 1988 and Manual Handling policies
• Ensure awareness of the customer policies, e.g. fire marshals, evacuation, risk assessments
 

Personal Standards

• Consistently live the Xerox corporate values
• To be outwardly professional toward all clients
• Always to treat colleagues with courtesy and respect
• Adhere to the required dress code and to be appropriately dressed
• To be punctual in attendance and follow appropriate processes when reporting sickness or lateness