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.

Overview:

The Field Service Technician is accountable for providing equipment service to Xerox customers based on assigned equipment & geographic location.

Scope:

The Field Service Technician Interfaces both internally within functional service areas as well as with external customers in providing excellent and technical customer service.

Primary Responsibilities:

• Perform full range of maintenance on assigned products including technical diagnostics, software loads, installation, removal, retrofit and customer call assistance
• Manage call activity; perform call close administrative requirements
• Take responsibility for customer satisfaction through proper use of customer management skills and engage the support of other Xerox personnel as required
• Adhere to proper escalation procedures to resolve customer issues
• Provide customer training on assigned products in accordance with current field procedures
• Responsible for assigned company assets (i.e. parts, tools, communication and computing devices, vehicles)
• Responsible for supportive participation in team functions and adherence to agreed-upon practices and procedures developed by the Team
• Drive to work sites in assigned area (West Midlands)
• Primary focal point for service reps with customer and technical problem escalations
• Assist and back up Specialist as required
• Take ownership for and resolves difficult or vulnerable customer situations using advanced customer relations skills
• Interface with senior level decision-makers within the customer account to apply retention strategies
• Take leadership role to develop work management processes with service reps to maximize productivity and achieve business results (PEP metrics)
• Responsible for inspection of key business processes; Assists / performs CMP inspections, Parts management
• Mentor others using coaching skills to improve functional application, use of key business processes and skill certification preparation
• Proactively plans activity and manages service coverage to maximize personal and team productivity
• Provide constructive feedback to service personnel for the purpose of performance improvement
• Use role model facilitation skills to identify focus areas and initiate actions to improve business processes and results
• Provide training support as needed such as pre/post school learning
• Supports service reps in completion of MyLearning personal learning paths

Qualifications:

• Previous field tech experience
• Experience with printers and copiers (including large-scale) a plus!
• Strong work ethic
• Ability to self-manage and complete assignments with limited supervision
• Proven experience in problem solving
• Creative thinking to resolve recurring customer issues when needed
• Willingness to learn and lead

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