Docucare Associate - New York, NY
About The Position
Xerox is seeking a Service Docucare Associate for Managed Print Services (MPS) to support a client’s print service operations. The role coordinates service delivery, monitors device performance, manages service requests, and supports service level agreement (SLA) and key performance indicator (KPI) compliance. It serves as a primary point of contact between clients, technicians, and service delivery managers. The position coordinates daily MPS operations and customer support; monitors device performance, usage, supply levels, and service metrics; manages the end-to-end Move, Add, Change, and Dispose (MACD) process and related asset records; and collaborates on device installations, upgrades, and decommissions. It also oversees toner and consumables fulfillment and automated replenishment processes.
Requirements
- Ability to communicate effectively with clients, technicians, and cross-functional teams.
- Strong organizational and coordination skills to support service delivery activities.
- Ability to monitor service performance, maintain accurate records, and track operational metrics.
Nice To Haves
- Degree, diploma, or equivalent experience.
- Familiarity with managed print services, asset management, or service delivery processes.
Responsibilities
- Coordinate daily Managed Print Services operations to support device performance, service delivery, and customer satisfaction.
- Serve as the primary point of contact for client service requests, escalations, and ongoing support needs.
- Monitor print device performance, usage, supply levels, and service metrics, including SLA compliance, response times, resolution times, and device uptime.
- Manage the end-to-end Move, Add, Change, and Dispose (MACD) process and maintain accurate asset management records for devices, supplies, and service activities.
- Collaborate with IT teams and account managers on device installations, upgrades, and decommissions.
- Oversee toner and consumables fulfillment and automated replenishment processes.
Benefits
- Comprehensive suite of benefits; details are available through Xerox Careers for the applicable country.
- Job training to support understanding of Xerox systems, processes, and service delivery expectations.
- Career development opportunities.
- Structured onboarding with a healthy ramp-up period.
- Collaboration with experienced team members and cross-functional partners.
- Access to resources and ongoing support.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
