Field Service Technician III

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.

The TECHNICAL SERVICE REPRESENTATIVE role provides complete support coverage for equipment assigned to a Managed Services customer in order to maintain the highest possible uptime for the customer. While the support extends from supply replenishment through finished output, including operation of the equipment and finishing devices, it also includes full break/fix repair of the assigned equipment.

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  Role holder ensures the equipment is set to optimal quality and performs full repair and replacement procedures to maintain peak standards of performance.

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  Includes ensuring the output quality meets customer requirements by monitoring device performance and making adjustments as required.

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  Role holder engages Technical Resources when appropriate to support the client s business requirements.

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  The work undertaken by the role holder is completed in line with the Service Level Agreement and Statement of Work relevant for the customer.

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  Provide support related to the operation and maintenance of the assigned client s equipment, including (as required) equipment consumables management.

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  Industry work experience preferred

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  Strong customer interaction/service skills

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  Mechanical or break/fix knowledge is a must

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  Has developed knowledge and skills through formal training & applies these to complete assigned work within own area of expertise

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  Identifies problems in straightforward situations, and makes sound decisions using standard procedures

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  Works within established procedures with a moderate degree of supervision

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  Perform routine services to ensure equipment availability to client site users.

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  Serve as the primary customer contact for providing all maintenance, production and supply inventories of assigned equipment.

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  Perform equipment operation (printing, scanning, copying) to deliver finished documents as required including use of finishing devices.

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  Provide appropriate communication, support, and interface to on-site client base as to equipment status and availability.

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  Proactively manage consumables and supplies replacement as required.

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  Provide customer training on assigned products to improve end user knowledge of equipment functionality.

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  Maintain appropriate communication with Managed & Technical Services personnel within assigned area of coverage.

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  Provide accurate and timely monthly reporting of activities (as required) using activity reporting software and tools.

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  Take responsibility for customer satisfaction through proper use of customer management skills and engaging the support of other Xerox personnel as required.

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  Develop schedules & implement preventative and corrective maintenance services to maximize equipment uptime and performance.