Xerox

Purpose:

The Service Delivery Associate is responsible for leading and executing advanced print, mail, and document services at client sites. This role supports higher complexity work, including digital production, quality assurance, customer engagement, and system reporting, while serving as a key point of contact for clients and internal teams.

Primary Responsibilities:

• Operate and troubleshoot high-volume and digital printing equipment and finishing tools (e.g., inserters, laminators, binders).

• Coordinate and execute advanced mailroom tasks including sorting, tracking, and distribution.

• Serve as primary contact for customer requests, job intake, and status updates.

• Perform advanced file handling (format conversion, data merging, scanning, archiving).

• Maintain inventory and supply levels, conduct meter reads, and ensure billing accuracy.

• Train and support junior team members or cover for other sites during absences.

• Participate in workflow optimization and continuous improvement initiatives.

• Ensure adherence to Service Level Agreements (SLAs), security policies, and safety standards.

Skills and Qualifications:

• Strong technical proficiency with Microsoft Office, print production software, and scanning tools.

• Ability to troubleshoot equipment and escalate issues when necessary.

• Excellent organizational, communication, and multitasking skills.

• Detail-oriented with the ability to meet tight deadlines and quality standards.

• Capable of lifting up to 50 lbs, and standing/walking for extended periods.

• Valid driver’s license and ability to travel between sites (where applicable).

Education and Experience:

• High School Diploma or equivalent required; post-secondary technical training preferred.

• 1–3 years of experience in a customer-facing, print/mail production or service delivery environment.

• Experience with workflow improvement and digital systems is a plus.