Technical Service Representative (Production) III

October 2, 2023

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Job Description

PURPOSE OF ROLE :<br><br>Provides the services delivery support to the client by providing contractual break/fix <br>support, predominately on Office devices. Objectives of position are to deliver operational <br>excellence (in line with the contract Statement of Work) and customer service interface. <br>The position is an associate delivery operations role of which the majority of their time will be <br>involvement with device maintenance, either through Break/Fix or consumable management <br>activity. The individual will have responsibility for delivering Break/Fix support to meet the <br>service level agreement with the client. Key focal for problem resolution. <br><br>SCOPE OF ROLE : <br><br>The role impacts cost control through the adherence to SLA’s and avoidance of service <br>penalties, the use of parts and consumables used in the rectification of device issues and <br>management of consumables. <br><br>• Achieving the service quality metrics results to meet the company targets. <br><br>• Controlling service cost to improve service PM. <br><br>• Supporting customers to increase machines print volume for improving service <br>revenue. <br><br>• Customer satisfaction. <br><br>MAJOR RESPONSIBILITIES: <br><br>Client Relationship Management <br><br>• Serve as the primary on-site customer contact for equipment support and service. <br>• Provide on-going end user training on equipment. <br><br>Service Delivery <br><br>• Basic device maintenance, including: replacement basic accessible parts and <br>consumables per equipment specifications. <br><br>• Break/Fix support, including consumable replenishment, for the majority of tasks. <br><br>• Liaise with relevant IT support and provide device related configuration elements, e.g. <br>IP address. <br><br>• Point of contact for equipment removal and delivery for onsite support. <br><br>• Perform basic equipment problem diagnosis to support problem resolution. <br><br>• Utilize Xerox web-based applications as required to support in problem identification <br><br>• Report activity as required by local processes. <br><br>• IT support functions, including; downloading &amp; installing printer drivers on end-user <br>equipment, mapping to PC as required, escalate printer network issues to appropriate <br>resource etc. <br><br>• Device Configuration (Enter IP address, scanning templates, User access levels. Scan <br>to File/Email, etc…) <br><br>• Monitor/apply current software updates/patches. <br><br>• To enhance customer training and machine usage to increase machine copy volume. <br><br>• Identify and promote Xerox Services and Solutions. <br><br>• To achieve all the quality service metrics (R/T, D/Time,…). <br><br>• To support the low volume and color office machines. <br><br>• To improve machine performance and copy volume. <br><br>• To control service van-kit and achieve inventory check targets. <br><br>• Physical as well as remote device management and control. <br><br>Financial/ Business Growth <br><br>• Pro-actively manage consumables and supplies using local tools to support. <br><br>• Maintain on-site operator replaceable parts inventory. <br><br>• Collect equipment meter information and submit for billing purpose. <br><br>Job Requirements <br><br>• Bachelor degree of Engineering (Mechatronics) from a reputable university. <br><br>• 0-2 Years of working experience. <br><br>• Preferred experience in IT, service delivery projects and client interaction experience. <br><br>• Strong communication and problem-solving skills. <br><br>• Customer Service oriented with good interpersonal skills. <br><br>• Good command of English. <br><br>• Proficiency in basic computer applications. <br><br>• Knowledge and experience in dealing with printing technology. <br><br>• Role model in personal behavior and performance standards. <br><br>• High technical level of handling hardware and software support