• Technical Service Representative III Jobs in United States Of America

  • Xerox India Ltd
  • United States Of America, Usa
  • Save Job
  • 3 - 6 Years
  • Posted : above 1 month

Job Description:

Technical Service Representative III ( Job Number 19003452 )

Description

Xerox Corporation (NYSE XRX) is an $11 billion technology leader that innovates the way the world communicates, connects and works Our expertise is more important than ever as customers of all sizes look to improve productivity, maximize profitability and increase satisfaction We do this for small and mid-size businesses, large enterprises, governments, graphic communications providers, and for our partners who serve them We understand whats at the heart of work and all of the forms it can take We embrace the increasingly complex world of paper and digital Office and mobile Personal and social Every day across the globe in more than 160 countries our technology, software and people successfully navigate those intersections We automate, personalize, package, analyze and secure information to keep our customers moving at an accelerated pace

Learn more at wwwxeroxcom and explore our commitment to diversity and inclusion!

Purpose
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

Scope
Specific
Individual Contributor Interfaces both internally within functional area (services) as well as with external customers in providing service that delights the customer

General
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)

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

Qualifications

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 United States-Ohio-Dayton

Travel Yes, 100 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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