Technical Support– Hardware:

• Attend all machine failures as advised by the Client Helpdesk or Xerox Global Call Center – GCC - to assess the problem and repair where possible or liaise with Engineer to restore service.
• Provide remote support for machine failures in regional locations when advised by client helpdesk to assess the problem and repair where possible or liaise with helpdesk/Engineer to restore service.
• Carry out regular maintenance checks to identify potential problems and take appropriate action to avoid service outages.
• Maintain a log of all activities related to fleet and application maintenance and repair.
• Maintain an inventory of all on-site consumables and spare parts at Customer Site
• Support and develop the asset management database onsite
• Be responsible for the environmentally friendly disposal of all used consumables and equipment.

Technical Support – Software:

• Support application architecture in order to provide a technical solution that meets all contractual & SLA requirements.
• With support as appropriate, provide comprehensive technical analysis and technical advice to internal & external customers.
• Make recommendations on refining current operations/technology and develop associated Technical Roadmap for account
• Engagement of Xerox Professional Services / analysts, third party application support and client IT staff as necessary (problem escalation).
• Liaise with third party solution providers to ensure that all calls are opened correctly, managed and closed correctly by the on-site team in line with defined service level agreements.

Operational Excellence:
 

• Maintain responsibility for the controlled consolidation and rationalisation of current contracts and equipment on each site.
• Provide advice on document production.
• Compilation of data on performance against service level agreements (SLAs).
• Provide the management team with regular updates on incidents, escalations, opportunities etc.
• Liaise with third party solution providers in order to ensure that any additional customer requirements that cannot be met by Xerox Product Portfolio are addressed.
• Create, develop and maintain site process & technical guides and related documents.
• Create and maintain a Client Account Procedures Manual (CAPM) and ensure that all interested parties are in possession of the latest version at all times.
• Maintain an escalation management tracker and ensure that all information is accurate and all incidents are closed in a timely fashion.
• Provide defined & accurate volume reporting for all devices on a monthly basis to ensure timely submission of invoicing and MI production

Client Relationship:

• Manage and organize training on new products & tools for customers.
• Support site through involvement in account reviews including Management Information (MI) creation
• Account Development - supporting the account management process in order to identify additional opportunities that could lead to further services and/or ORS sale and/or volume growth & VP.
• Provide support on any queries that arise and assist in forensic analysis of data when necessary including providing recommendations

Education and Experience:

Essential 

• Excellent Communications Skills - ability to understand, explain & report on complicated technical concepts, issues & solutions to others e.g. Client IT but also those who may have varying levels of technical knowledge / understanding.
• Knowledge, experience and proven successful track record of IT operations in medium/large enterprise.
• Good & demonstrable problem solving / process improvement skills.
• Ability to translate customer requirements into potential opportunities to introduce new technical solutions to the account
• Ability to work on own initiative and quick to adapt to changing environments.
• Understanding of industry standard network environments & networking protocols.
• Capable of working under pressure and prioritizing tasks, working proactively and keen awareness of the importance of keeping to deadlines.
• Good all round knowledge of page description languages (PCL/Postscript).
• At least 5 years proven track record within a technical environment.
• Working knowledge of Microsoft Windows (Workstation and Server) operating systems/ Office 365 / Active Directory / Outlook etc,.
• Expert knowledge and understanding of the electronic printing process and document management.

Competencies: 

• Proven track record in Customer Services environment with strong customer centric focus
• Account Development and Business Growth focus
• Excellent communication skills, both verbal and written.
• Good project/service operational planning and improvement management skills.
• Ability to report progress in an effective and timely manner to all key stake holders e.g. client/Xerox/3rd Party
• Project management & presentation skills

Attributes:

• Good interpersonal skills with the ability to build relationships with colleagues, customers and suppliers alike
• Strong team player
• Effective at implementing new processes in an efficient way.
• Motivated and self-driven to expand technical knowledge and skills set