• Technical Service Representative I Jobs in Canada

  • Xerox India Ltd
  • Canada
  • Save Job
  • 3 - 6 Years
  • Posted : above 1 month

Job Description:

Technical Service Representative I ( Job Number 19003612 )


Technical Service Rep 1

Location Calgary, AB

Responsible for installation, maintenance and repair of own company and third party products and systems including hardware, software, networking products and operating systems
Accountable for providing service to Xerox customers based on assigned equipment & geographic location

Primary Responsibilities
Perform full range of maintenance on assigned products; including technical diagnostics, software loads, installation, removal, retrofit and customer call assistance

Manage call activity; perform call close administrative requirements

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

Adhere to proper escalation procedures to resolve customer issues

Provide customer training on assigned products in accordance with current field procedures

Responsible for assigned company assets (ie parts, tools, communication and computing devices, vehicles)

Responsible for supportive participation in team functions and adherence to agreed-upon practices and procedures developed by the Team

Drive a motor vehicle

Primary focal point for service reps with customer and technical problem escalations Assists and backs up Specialist as required

Takes ownership for and resolves difficult or vulnerable customer situations using advanced customer relations skills

Interfaces with senior level decision-makers within the customer account to apply retention strategies

Takes leadership role to develop work management processes with service reps to maximize productivity and achieve business results (PEP metrics)

Responsible for inspection of key business processes; Assists / performs CMP inspections, Parts management

Mentors others using coaching skills* to improve functional application, use of key business processes and skill certification preparation

Proactively plans activity and manages service coverage to maximize personal and team productivity

Provides constructive feedback to service personnel for the purpose of performance improvement

Uses role model facilitation skills to identify focus areas and initiate actions to improve business processes and results

Provides training support as needed such as pre / post school learnings*

Role models continuous learning and mentors service reps Supports service reps in completion of MyLearning personal learning paths


Candidate Education
Specialized courses from recognized universities with 2/3 years of academic years (Example recognized certification, diploma etc)

Professional Certifications
Preferred COMPTIA A /N or other geographically relevant certification

Candidate Background
Minimum MS Office experience
Minimum A detailed knowledge of IT Fundamentals (PC hardware / software, Printer languages, Operating Systems, Desktop Applications, Networking, Network protocols, etc)
Minimum A detailed knowledge of the Xerographic process, Colour Printing Theory and the various current printing technologies on the market
Minimum A strong customer focus with a commitment towards delivering results
Minimum Ability to manage multiple tasks
Minimum Ability to use and manage multiple on-line tools and resources

Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to XeroxStaffingAdminCenterxeroxcom Be sure to include your name, the job you are interested in, and the accommodation you are seeking

Primary Location Canada-Alberta-Calgary

Travel Yes, 25 PERCENT of the Time

Employee Status Regular

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Consumer Durables/FMCG, Manufacturing/Industrial
Functional Area : IT Hardware : Hardware Products & Services
Role : H/W Installation/Maintenan ce
Salary : As per Industry Standards
Deadline : 11th Mar 2020

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