Xerox

Purpose:

• Added to Job Family Technical Customer Services - CS in scan/refresh process
• Accountable for providing remote service to Xerox customers based on assigned equipment & geographic location.

• Senior level job with considerable work experience
• Has developed specialized skills or is multi-skilled through job-related training
• Completes a variety of atypical assignments
• May solve problems of a recurring nature, but 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
• May have specialized external certification (technical roles)

• Adhere to proper escalation procedures to resolve customer issues.
• Diagnose and remotely resolve technical and software issues using Xerox and partner systems
• Manage call resolve issues in accordance with customers SLA agreement in order to manage customer relations and optimize customer satisfaction.
• Perform full range of maintenance on assigned products; including technical diagnostics, software loads, installation, removal, retrofit and customer call assistance.
• Provide customer training on assigned products in accordance with current field procedures.
• Provides remote resolution of the customers technical issue in the first instance, allocation of the cost effective & correct resource/part required to implement the fix utilizing the technical tool suite available in line with SLA/other targets
• Provides timely & appropriate escalation of technical and software problems as specified in the “escalation-procedure” in order to minimize the down-time of machines.
• Take responsibility for customer satisfaction through proper use of customer management skills and engage the support of other Xerox personnel as required.