Docucare Associate

Xerox•Monroe, NC

69d•Onsite

About The Position

Docucare complements the standard Break Fix Service for In-Scope Equipment by providing first responder services to maximize Uptime. Docucare is designed to improve Customer productivity and efficiency by maximizing performance levels. Docucare Associates can identify potential In-Scope Equipment issues and proactively make necessary replacements and minor repairs before a problem arises. Regular maintenance improves the print quality consistency of Customer documents. With an On-Site inventory of parts, a Docucare Associate can complete the required maintenance or repair promptly. The Docucare Associate will engage a Xerox service engineer to perform advanced repairs when necessary.

Requirements

Provide excellent customer service, anticipating the needs of the customer to align with Xerox's business mission/objective.
Able to work with minimal oversight, maintaining a high attention to detail and organization while demonstrating superior time management skills in accordance with Service Level Agreement and Statement of Work relevant for the customer.
Functional knowledge of a PC, including Excel, Microsoft Office and web browsing, sending and receiving emails, managing files, and performing data entry.
Identifies problems in straightforward situations and makes sound decisions using standard procedures.
Eager to learn technologies surrounding print production and finishing equipment.
Must be able to stand for long periods of time, walk, bend, and reach.
Excelling in customer-facing service delivery role.
Maintaining intermediate knowledge of all Xerox equipment and client IT environment.
Demonstrates a proactive approach to work with initiative and drive.
Exhibits good technical and/or electrical aptitude.

Responsibilities

On- Site associate to be main point of contact for any MPS requests on site.
Monitor Xerox Device Manager to proactively order and replace toner, paper and CRU's (customer replaceable units)
Understand common Device fault codes and correct them.
Diagnose and correct common image quality and other problems.
Work with account team and delivery team for install - deinstall of equipment
Wipe HDD's
Upgrade firmware
Keep full inventory of supplies and parts for devices on site
Clean machines regularly inside and outside
When required, perform color balancing and color printer calibration.
Replace major components in the Device print engine, fusing, and paper handling system.
Maintain service call logs.
Promote service engineer call avoidance, including use of web-based applications that provides self-help, troubleshooting guidelines, and other technical resources for problem resolution.
Initiate web-based service calls to the Customer service engineer.
Inform the Customer of problem resolution upon completion of a service request.
The Docucare Associate will clean Devices and distribute Customer inventoried Consumables to the Docucare supported Sites described below.
Docucare services will be available to the Customer during Normal Working Hours 8 AM - 5 PM
Docucare Services are provided for all in scope Xerox- brand Devices as well as any covered 3rd party devices.

Benefits

Full medical/dental/vision, wellness credits, and a company contribution to a Health Savings Account and 401k matching.
Paid time off, plus holidays and personal days.
Substantial growth opportunities for future career development within a supportive and collaborative company culture.

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