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 today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients — no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at www.xerox.com and explore our commitment to diversity and inclusion.
SUMMARY:
Responsible for the maintenance and repair of Xerox and/or third-party products from Toshiba, Kyocera, Epson & Ricoh, whilst having the basic ability to resolve networking and operating system issues.
PURPOSE:
Working remotely, you will be required to solve technical hardware & software problems at customer sites, whilst liaising closely with the client to ensure total satisfaction. Optimise workload & costs in line with planned targets and guidelines set by the business and/or your line manager
The job holder has the responsibility for delivering the appropriate technical service to the customer as set out by the business and/or line manager
Internal relationships include line manager & scheduling team.
External relationships include customers.
PRIMARY RESPONSIBILITIES:
Provide service activity, incl. performance actions and maintenance/retrofits activities, in the team on a specific product group/family.
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Provide installations and de-installations of Xerox & third party products within agreed customer timeframes in order to meet contractual agreements.
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Recognize additional business opportunities or selling points at customers and report via appropriate channels to Xerox.
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Timely escalation of technical problems as specified in the escalation-procedure in order to minimize the down-time of machines.
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Actively communicate with colleagues to share technical information in the correct way.
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Manage the business relationship with customers according to the agreements in their contracts in order to optimize customer satisfaction.
CANDIDATE BACKGROUND - SKILLS & QUALIFICATIONS:
MINIMUM -
Good knowledge of the English language
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Developed analytical skills
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Skills in the use of electronical diagnostic tools, such as multi meter’s
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Customer focused mentality
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Developed communicative and reporting skills
PREFERRED -
Experience in a field service role within the reprographics sector
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Manufacturer trained on any of the following: Xerox, Toshiba, Epson, Kyocera, Ricoh
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Follow-up courses, including communication, customer handling skills.
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Knowledge in the field of computers, networks, data communication and colour knowledge (if relevant for the product portfolio).