Field Service Technician

2 weeks ago

Halifax, Canada Xerox Full time

**City**:Halifax

**State/Province**:Nova Scotia

**Country**:Canada

**Department**:Technical Customer Services

**Date**:Monday, February 6, 2023

**Working time**:Full-time

**Ref#**:20021976

**Job Level**:Individual Contributor

**Job Type**:Experienced

**Job Field**:Technical Customer Services

**Seniority Level**:Associate

**Description & Requirements**:
**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:
- 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 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.
- Drive a motor vehicle
- Primary focal point for service reps with customer and technical problem escalations. Assists and backs up Specialist as required.
- Takes ownership for and resolves difficult or vulnerable customer situations using advanced customer relations skills.
- Takes leadership role to develop work management processes with service reps to maximize productivity and achieve business results (PEP metrics)
- Responsible for inspection of key business processes; Assists / performs CMP inspections, Parts management
- Proactively plans activity and manages service coverage to maximize personal and team productivity.
- Provides constructive feedback to service personnel for the purpose of performance improvement.
- Uses role model facilitation skills to identify focus areas and initiate actions to improve business processes and results.
- Provides training support as needed such as pre / post school learning’s.*
- Role models continuous learning and mentors service reps. Supports service reps in completion of MyLearning personal learning paths.

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