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Xerox Field Service Technician II - NY/NJ East in Newburgh, New York

Field Service Technician II - NY/NJ East

General information

City: Newburgh

State/Province: New York

Country: United States

Department: Technical Customer Services

Date: Wednesday, July 21, 2021

Working time: Full-time

Ref#: 20012444

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 (https://www.xerox.com/en-us/jobs/diversity) .

Job Summary :

The Technical Service Representative II is an intermediate level job requiring some technical work experience; either through on the job training, or direct experience from a previous technical role. This job is accountable for providing service to Xerox customers based on assigned equipment & geographic location.

Job Expectations :

  • Individual contributor that interfaces both internally within functional area (services) as well as with external customers in providing service that fully satisfies the customer.

  • Has developed knowledge and skills through formal training & applies these to complete assigned work within own area of expertise.

  • Identifies problems in straightforward situations, and makes sound decisions using standard procedures

  • Works within established procedures with a moderate 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)

  • Responsible for supportive participation in team functions and adherence to agreed-upon practices and procedures developed by the Team.

  • Assist other service reps as required with; call support, knowledge sharing & problem resolution

  • Utilize work and achieves business results (PEP metrics) management processes that maximizes productivity

  • Takes ownership for customer & technical problem resolution with minimal support required.

  • Participates in discussions on focus areas or processes.

  • Accepts / shares responsibility for being a subject matter expert / coordinator for key business processes (i.e. parts, asset tracking, retrofits)

  • Manages and plans activity to ensure productive workday.

  • Responsible for a full assigned workload territory with minimal assistance.

Job Requirements :

  • High School Diploma or Equivalent

  • Clean driving record.

  • May have specialized external certification (Experience in automotive, HVAC and machine operations; mechanically inclined).

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.

© 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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