Technical Service Representative

3 semanas atrás

Leiria, Portugal Xerox Tempo inteiro

About Xerox Holdings Corporation

Preferred location: Leiria ( Center Region )

20022483

Purpose:

- The role provides complete support coverage for equipment assigned to a Managed Services customer or specializing in Office Equipment in order to maintain the highest possible up-time 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.

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.

General:

- Intermediate level job with some work experience
- Has developed knowledge and skills through formal training & applies these to complete assigned work within own area of expertise
- Identifies problems in straightforward situations, and makes sound decisions using standard procedures
- Works within established procedures with a moderate degree of supervision
- Driving License

Primary Responsibilities:

- Perform routine services to ensure equipment availability to client site users.
- Perform equipment operation (printing, scanning, copying) to deliver finished documents as required including use of finishing devices.
- Serve as the primary customer contact for providing all maintenance, production and supply inventories of assigned equipment - 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.

Education Level:

- Specialized courses and recognized in Electricity and Electronic (Example: recognized certification, diploma, etc.) or higher education (degree / Bachelor) in Electronic, Telecommunications.
- English B1: Listening, writing and speaking.

Skills, knowledge and abilities (Minimum / Preferred):

- Successful prior experience delivering services on-site client environment demonstrating superior customer service skills. (minimum) - Previous field technician or electrical/mechanical repair experience. (preferred)
- Effective interpersonal skill & behaviors with the ability to interact with a diverse client population. (Minimum)
- Demonstrated capability in the maintenance and repair of electronic / electrical / mechanical printing or computer equipment.
- Effective organizational skills.
- Basic understanding of network printing, job creation, and submission.
- Ability to manage multiple tasks. - Ability to lift and move up to 23 kg.

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