OVERVIEW:
Provide onsite service to a fleet of Xerox and other manufacturer devices defined within the contract as part of reactive (break/fix) and proactive (consumable management) processes. Responsible for ensuring service levels are met and customer satisfaction is paramount. The role holder works as part of Technical Service in conjunction with the Service Delivery team that is aligned to one or more customers.
PRIMARY RESPONSIBILITIES:
Carries out regular preventative maintenance checks on client fleet of machines
Replenishes consumables
Maintains log of all activities including on-site parts inventory
Maintain clean and tidy devices and surrounding environment
Carries out first level repair and escalates in accordance with agreed procedures for next level maintenance and technical support
Ensures SLA is achieved, and Customer requirements are met
Commitment to maintain skill set through personal development and training
Promotes knowledge sharing and acts as a mentor/coach
Works closely with the customer, providing support and promoting Xerox in conversation
QUALIFICATIONS, SKILLSETS & EXPERIENCES: A Levels or equivalent qualifications Advanced knowledge of all site products and client IT environment Experience in a customer facing technical service role Demonstrates a proactive approach to work with initiative and drive Good technical and/or electrical aptitude
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QUALIFICATIONS, SKILLSETS & EXPERIENCES: A Levels or equivalent qualifications Advanced knowledge of all site products and client IT environment Experience in a customer facing technical service role Demonstrates a proactive approach to work with initiative and drive Good technical and/or electrical aptitude
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