Technical Service Representative

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: Associate

Description & Requirements

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 industrial environments, our
differentiated business solutions and financial services are designed to make
every day work better for clients -- no matter where that work is being done.
Today, Xerox scientists and engineers are continuing our legacy of innovation
with disruptive technologies in digital transformation, augmented reality,
robotic process automation, additive manufacturing, Industrial Internet of
Things and cleantech. Learn more at www.xerox.com.

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
*
Serve as the primary on-site customer contact for equipment support and
service.
* Provide on-going end user training on equipment.
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