Docucare Associate

Xerox•Detroit, MI

1d•$30,000 - $60,000•Onsite

About The Position

Responsible for the operational, on-site delivery of outsourcing/facilities management to end user customers. Activities involve maintaining contracted service levels resulting in customer satisfaction, maintaining customer relationships, and contract commitments delivered within cost targets. The role holder works as part of the service delivery team that is aligned to one or more customers.

Requirements

Intermediate level job with some work experience
Has developed knowledge and skills through formal training & applies these to complete assigned work within own area of expertise
Identifies problems in straightforward situations, and makes sound decisions using standard procedures
Works within established procedures with a moderate degree of supervision
Minimum Advanced knowledge of all site products and client IT environment
Minimum Experience in a customer facing service delivery role
Minimum Demonstrates a proactive approach to work with initiative and drive
Minimum Good technical and/or electrical aptitude

Nice To Haves

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

Responsibilities

Delivery of service that meets SLA and delights the customer (KPI: SLA achieved & high customer satisfaction)
Supporting the achievement of productivity improvements (KPI: Value for customer & enhanced margin)
Contributing to service transformation and business growth (KPI: Further profitable service revenue)
The work undertaken by the role holder is completed in line with the Service Level Agreement and Statement of Work relevant for the customer.
Carries out regular preventative maintenance checks on client fleet of machines
Replenishes consumables
Maintains log of all activities including on-site parts inventory
Maintain clean and tidy devices and surrounding environment
Carries out first level repair and escalate in accordance with agreed procedures for next level maintenance and technical support
Ensures SLA is achieved and customer requirements are met
Commitment to maintain skill set through personal development and training
Promotes knowledge sharing and acts as a mentor/coach