Specialist Engineer (Technical Service Representative III) @ Xerox

Job Information

Job Description:


•  Responsible for installation, maintenance and repair of own company and third party products and systems including hardware, software, networking products and operating systems.

•  The role provides complete support coverage for equipment assigned to a Production Systems Group (PSG) customer and 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.



•  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.  


•  Senior level job with considerable work experience

•  Has developed specialized skills or is multi-skilled through job-related training

•  Completes a variety of a typical 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 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.  

Experience Level: Senior
Work From: Onsite

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