Field Service Technician

1 week ago


Regina, Saskatchewan, Canada Xerox Full time
City- Regina- State/Province- Saskatchewan- Country- Canada- Department- Technical Customer Services- Date- Friday, May 12, 2023- Working time- Full-time- Ref# Job Level- Individual Contributor- Job Type- Experienced- Job Field- Technical Customer Services- Seniority Level- Entry Level
Description & Requirement:

About Xerox Holdings Corporation

  • 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.

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:

  • 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

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 agreedupon 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 mínimal support required.
  • Participates in discussions on focus areas or processes.
  • Manages and plans activity to ensure productive workday.
  • Responsible for a full assigned workload territory with mínimal assistance.
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