Field Service Technician
4 weeks ago
City- Dartmouth, Halifax- State/Province- Nova Scotia- Country- Canada- Department- Technical Customer Services- Date- Tuesday, May 23, 2023- Working time- Full-time- Ref#- 20023075- 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 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 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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