Docucare Associate

at  Xerox

OVERVIEW:

Provide onsite service to a fleet of Xerox and other manufacturer devices defined within the contract as part of reactive (break/fix) and proactive (consumable management) processes. Responsible for ensuring service levels are met and customer satisfaction is paramount is what they do. The role holder works as part of Technical Service in conjunction with the Service Delivery team that is aligned to one or more customers.

QUALIFICATIONS, SKILLSETS & EXPERIENCES:

• A Levels or equivalent qualifications
• Advanced knowledge of all site products and client IT environment
• Experience in a customer facing technical service role
• Demonstrates a proactive approach to work with initiative and drive
• Good technical and/ or electrical aptitude

• 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
• Works closely with the customer, providing support and promoting Xerox in conversation