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CSR II (Office), Technical Customer Service Engineering

Purpose:

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 Managed Services customer or 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.

Scope:

Specific:

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.

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 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.

Candidate Education:

Minimum High School Diploma / (GED) / Secondary School GCSE or equivalent

Preferred Associate Degree / College Diploma /Cegep / A Levels in electrical / electronic curriculum

Candidate Background:

Minimum Successful completion of EL CSE test battery including Ishihara Color Vision test

Minimum Successful prior experience delivering services to a on-site client environment demonstrating superior customer service skills

Preferred Previous field technician or electrical/mechanical repair experience

Minimum Effective interpersonal skill & behaviors with the ability to interact with a diverse client population

Minimum Demonstrated capability in the maintenance and repair of electronic /electrical /mechanical printing or computer equipment

Minimum Effective organizational skills

Minimum PC skills in MS Office applications, Internet navigation

Minimum Basic understanding of network printing, job creation, and submission

Minimum Ability to manage multiple tasks

Minimum Ability to lift and move up to 50 pounds

Minimum Possesses reliable, dependable transportation (if required by role)



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