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City
Cairo
State/Province
Cairo
Country
Egypt
Department
Technical Customer Services
Date
Wednesday, April 26, 2023
Working time
Full-time
Ref#
20022835
Job Level
Individual Contributor
Job Type
Experienced
Job Field
Technical Customer Services
Seniority Level
Associate
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PURPOSE OF ROLE :
Provides the services delivery support to the client by providing contractual
break/fix
support, predominately on Office devices. Objectives of position are to
deliver operational
excellence (in line with the contract Statement of Work) and customer service
interface.
The position is an associate delivery operations role of which the majority of
their time will be
involvement with device maintenance, either through Break/Fix or consumable
management
activity. The individual will have responsibility for delivering Break/Fix
support to meet the
service level agreement with the client. Key focal for problem resolution.
SCOPE OF ROLE :
The role impacts cost control through the adherence to SLA's and avoidance of
service
penalties, the use of parts and consumables used in the rectification of
device issues and
management of consumables.
Achieving the service quality metrics results to meet the company targets.
Controlling service cost to improve service PM.
Supporting customers to increase machines print volume for improving service
revenue.
Customer satisfaction.
MAJOR RESPONSIBILITIES:
Client Relationship Management
Service Delivery
Basic device maintenance, including: replacement basic accessible parts and
consumables per equipment specifications.
Break/Fix support, including consumable replenishment, for the majority of tasks.
Liaise with relevant IT support and provide device related configuration elements, e.g.
IP address.
Point of contact for equipment removal and delivery for onsite support.
Perform basic equipment problem diagnosis to support problem resolution.
Utilize Xerox web-based applications as required to support in problem identification
Report activity as required by local processes.
IT support functions, including; downloading & installing printer drivers on end-user
equipment, mapping to PC as required, escalate printer network issues to
appropriate
resource etc.
Device Configuration (Enter IP address, scanning templates, User access levels. Scan
to File/Email, etc…)
Monitor/apply current software updates/patches.
To enhance customer training and machine usage to increase machine copy volume.
Identify and promote Xerox Services and Solutions.
To achieve all the quality service metrics (R/T, D/Time,...).
To support the low volume and color office machines.
To improve machine performance and copy volume.
To control service van-kit and achieve inventory check targets.
Physical as well as remote device management and control.
Financial/ Business Growth
Pro-actively manage consumables and supplies using local tools to support.
Maintain on-site operator replaceable parts inventory.
Collect equipment meter information and submit for billing purpose.
Job Requirements
Bachelor degree of Engineering (Mechatronics) from a reputable university.
0-2 Years of working experience.
Preferred experience in IT, service delivery projects and client interaction experience.
Strong communication and problem-solving skills.
Customer Service oriented with good interpersonal skills.
Good command of English.
Proficiency in basic computer applications.
Knowledge and experience in dealing with printing technology.
Role model in personal behavior and performance standards.
High technical level of handling hardware and software support
**About Xerox Holdings Corporation** For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power today’s workforce. From the office to …
**Holdings Corporation** For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power today’s workforce. From the office to industrial e…
Press space or enter keys to toggle section visibility City Cairo State/Province Cairo Country Egypt Department Technical Customer Services Date Thursday, March 23, 2023 Working time Full-time Ref# 20022423 Job Level Individual Contributor Job Type Experienced Job Field Technical Customer Services …
**About Xerox Holdings Corporation** For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power today’s workforce. From the office to …
**City:** Cairo **State/Province:** Cairo **Country:** Egypt **Department:** Service Delivery **Date:** Wednesday, February 15, 2023 **Working time:** Full-time **Ref#:** 20022048 **Job Level:** Individual Contributor **Job Type:** Experienced **Job Field:** Service Delivery **Seniority Level:** As…
**City:** Cairo **State/Province:** Cairo **Country:** Egypt **Department:** Technical Customer Services **Date:** Thursday, June 23, 2022 **Working time:** Full-time **Ref#:** 20016962 **Job Level:** Individual Contributor **Job Type:** Experienced **Job Field:** Technical Customer Services **Seni…
**Description & Requirements ** **For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power today’s workforce. From the office to ind…
**About Xerox Holdings Corporation** For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power today’s workforce. From the office to …
About Xerox Holdings CorporationFor more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power today’s workforce. From the office to indus…