Technical Service Representative III

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 Printing Systems Group (PSG) customer and specializes 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 :

• 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.
  

• 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 a ppropriate communication with Managed Technical Services personnel within assigned area of coverage.
• Provide a ccurate and t imely monthly reporting of activities (as r equired ) 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:

• Specialized courses from recognized universities with 2/3 years of academic years (Example: recognized certification, diploma etc.)

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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