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.

Purpose:

• Added to Job Family Technical Customer Services - CS in scan/refresh process
• 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 (i.e. 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.
• Assist other service reps as required with; call support, knowledge sharing & problem resolution
• Utilize work and achieves business results (PEP metrics) management processes that maximizes productivity
• Takes ownership for customer & technical problem resolution with minimal support required.
• Participates in discussions on focus areas or processes.
• Accepts / shares responsibility for being a subject matter expert / coordinator for key business processes (i.e. parts, asset tracking, retrofits)
• Manages and plans activity to ensure productive workday.
• Responsible for a full assigned workload territory with minimal assistance.