Technical Service Representative (Production) 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 Production 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.

General :

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.

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