Added to Job Family Technical Customer Services - CS in scan / refresh process
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.
Role holder ensures the equipment is set to optimal quality and performs full repair and replacement procedures to maintain peak standards of performance.
This includes ensuring the output quality meets customer requirements by monitoring device performance and making adjustments as required.
Role holder engages Technical Resources when appropriate to support the client’s business requirements.
Scope : Specific :
The work undertaken by the role holder is completed in line with the Service Level Agreement and Statement of Work relevant for the customer.
Provide support related to the operation and maintenance of the assigned client’s equipment, including (as required) equipment consumables management.
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 routine services to ensure equipment availability to client site users.
Serve as the primary customer contact for providing all maintenance, production and supply inventories of assigned equipment
Perform equipment operation (printing, scanning, copying) to deliver finished documents as required including use of finishing devices.
Provide appropriate communication, support, and interface to on-site client base as to equipment status and availability.
Proactively manage consumables and supplies replacement as required.
Provide customer training on assigned products to improve end user knowledge of equipment functionality
Maintain appropriate communication with Managed & Technical Services personnel within assigned area of coverage.
Provide accurate and timely monthly reporting of activities (as required) using activity reporting software and tools.
Take responsibility for customer satisfaction through proper use of customer management skills and engaging the support of other Xerox personnel as required.
Develop schedules & implement preventative and corrective maintenance services to maximize equipment uptime and performance.