Technical Service Representative

About Xerox Holdings Corporation

For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today’s global, distributed workforce. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients. At Xerox, we make work, work. Learn more about us at www.xerox.com.

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.