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Xerox Field Service Technician in Massachusetts

Field Service Technician

General information

City: Lawrence, Lowell, Andover

State/Province: Massachusetts

Country: United States

Department: Technical Customer Services

Date: Tuesday, July 27, 2021

Working time: Full-time

Ref#: 20012098

Job Level: Individual Contributor

Job Type: Experienced

Job Field: Technical Customer Services

Seniority Level: Entry Level

Description & Requirements

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 xerox.com and explore our commitment to diversity, inclusion and belonging.

Xerox (NYSE: XRX) makes every day work better. We are a workplace technology company, building and integrating software and hardware for enterprises large and small. As customers seek to manage information across digital and physical platforms, Xerox delivers a seamless, secure and sustainable experience. Whether inventing the copier, the ethernet, the laser printer or more, Xerox has long defined the modern work experience. Learn more at www.xerox.com and explore ourcommitment to diversity and inclusion. (https://www.xerox.com/en-us/jobs/diversity)

The FIELD SERVICE TECHNICIAN is accountable for providing service to Xerox customers based on assigned equipment & geographic location. They are an individual contributor that interfaces both internally within functional area (services) as well as with external customers in providing service that delights the customer.

QUALIFICATIONS/EXPERIENCE:

  • Strong customer interaction/service skills

  • Mechanical or break/fix experience preferred

  • Basic IT fundamentals knowledge is ideal

  • Completes a variety of atypical assignments

  • Completes work with a limited degree of supervision

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)

  • Takes ownership for and resolves difficult or vulnerable customer situations using advanced customer relations skills.

  • Interfaces with senior level decision-makers within the customer account to apply retention strategies.

  • Responsible for inspection of key business processes; Assists / performs CMP inspections, Parts management.

  • Proactively plans activity and manages service coverage to maximize personal and team productivity.

Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity or expression, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. Learn more at www.xerox.com and explore ourcommitment to diversity and inclusion! (https://www.xerox.com/en-us/jobs/diversity) People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to XeroxStaffingAdminCenter@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

© 2020 Xerox Corporation. All rights reserved. Xerox® and Xerox and Design® are trademarks of Xerox Corporation in the United States and/or other countries.

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