Field Service Technician - Chapel Hill, NC

Xerox•Durham, NC

45d•Onsite

About The Position

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 the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today's global, distributed workforce. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients. At Xerox, we make work, work. Learn more about us at www.xerox.com. We're an industry leader that's rapidly growing our Technical Services division and have an immediate need for professional field service technicians to delight our customers. Scope: Strong communication skills with external and internal partners Individual Contributor Interfaces both internally within functional area (services) as well as with external customers in providing service that delights the customer Has developed specialized skills or is multi-skilled through job-related training Completes a variety of atypical assignments Solves problems of a recurring nature, but also 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

Requirements

Senior level job with considerable work experience (3+ years)
Intermediate MS Office experience.
Detailed knowledge of IT Fundamentals (e.g., PC hardware / software, Printer languages, Operating Systems, Desktop Applications, Networking, Network protocols)
Valid driver's license

Nice To Haves

Recommended Professional Certifications: Preferred COMP TIA A+/N+

Responsibilities

Perform full range of maintenance on assigned products; including technical diagnostics, software loads, installation, removal, retrofit and customer call assistance.
Completes onsite fault-diagnosis and repair
Handles Parts & Consumables replacements
Executes Installations and Shop Setups of New Equipment
Manages Total Call Process
Primary focal point for service reps with customer and technical problem escalations.
Assists and backs up Specialist as required.
Generates new and innovative solutions to complex problems, and proposes improvements to processes
Take responsibility for customer satisfaction through proper use of customer management skills and engage the support of other Xerox personnel as required.
Provide customer training on assigned products in accordance with current field procedures.
Take ownership for customer issues and resolution with minimal support required.
Keeps clients informed of ETA Arrival and follow up on ETA for return with Parts
Adhere to proper escalation procedures to resolve customer issues.
Communicates opportunities to upgrade assets to sales channels
Verbal communications with external and internal interactions
Direct client interaction with basic presentation skills.
Escalate ongoing HW/SW issues to L2/L3
Use of current AI Tools and Technical Documentation
Participate in ongoing product training
Assist other TSRs as required with call support, knowledge sharing & problem resolution
Responsible for supportive participation in team functions and adherence to agreed-upon practices and procedures developed by the Team.
Manage call activities
Document calls in applicable systems
Manage workday for maximum productivity
Responsible for fully assigned workload territory
Completion of all Xerox Onboarding courses
Completion of required Model Family Training
Successful Parts Management Software and Audit Completions
Ability to complete expected Visits Per Day as entry level A03
Completes work with limited Autonomy