Xerox Field Service Technician - Johnson City in Johnson City, Tennessee
Field Service Technician - Johnson City
City: Johnson City
Country: United States
Department: Technical Customer Services
Date: Monday, June 21, 2021
Working time: Full-time
Job Level: Individual Contributor
Job Type: Experienced
Job Field: Technical Customer Services
Seniority Level: Associate
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 (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.
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
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 our commitment 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.
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