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Xerox Field Customer Support in North Canton, Ohio

Field Customer Support

General information

City: North Canton

State/Province: Ohio

Country: United States

Department: Presales & Implementation

Date: Thursday, July 15, 2021

Working time: Full-time

Ref#: 20011849

Job Level: Specialist

Job Type: Experienced

Job Field: Presales & Implementation

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.

SUMMARY: Provides training onsite and remotely for our customers. Assists in planning and executing projects and deliveries. Addresses customer concerns (product related) after the sale.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Addresses and remedies any customer concerns

  • Demonstrates empathy and understanding of customer concerns.

  • Strategizes with sales, support team and service on account situation and action plan.

  • Schedules/plans aggressive timetable for remedy.

  • Documents actions taken; serves a liaison between customer, sales, support and service.

  • Plans and time-activates follow up to ensure customer satisfaction.

Provides pre-sale support.

  • Participates in presentations, proposals, and demonstrations as requested and appropriate.

  • Assists sales with product questions and provides recommendations

Provides post-sale training and setup assistance.

  • Assists with managing deliveries for larger accounts

  • Conducts end user training on products and solutions

  • Tracks progress of installs and training

Provides training for internal customers

  • Trains new sales reps on products and solutions

  • Trains all sales reps on new products and solutions.

COMPETENCIES

To perform the job successfully, an individual should demonstrate the following competencies:

Technical Skills

  • Assesses own strengths and weaknesses

  • Pursues training and development opportunities

  • Strives to continuously build knowledge and skills

  • Shares expertise with others

Customer Service

  • Manages difficult or emotional customer situations

  • Responds promptly to customer needs

  • Solicits customer feedback to improve service

  • Responds to requests for service and assistance

  • Meets commitments

Interpersonal Skills

  • Focuses on solving conflict, not blaming

  • Maintains confidentiality

  • Listens to others without interrupting

  • Keeps emotions under control

  • Remains open to others' ideas and tries new things

Oral Communication

  • Speaks clearly and persuasively in positive or negative situations

  • Listens and gets clarification

  • Responds well to questions

  • Demonstrates group presentation skills

  • Participates in meetings

Teamwork

  • Balances team and individual responsibilities

  • Exhibits objectivity and openness to others' views

  • Gives and welcomes feedback;

  • Contributes to building a positive team spirit

  • Puts success of team above own interests

  • Able to build morale and group commitments to goals and objectives

  • Supports everyone's efforts to succeed

QUALIFICATIONS

EDUCATION / EXPERIENCE

  • Customer Support experience a plus.

LANGUAGE SKILLS

  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence.

  • Ability to speak effectively before groups of customers or employees of organization.

COMPUTER SKILLS

  • To perform this job successfully, an individual should have knowledge of Spreadsheet software; Word Processing software and Email & Calendaring.

OTHER SKILLS AND ABILITIES

  • Ability to install print drivers on customer networks. Knowledge of technical features of copiers, printers, and fax equipment.

  • Ability to learn new information quickly and independently.

OTHER QUALIFICATIONS

Must be able to travel 75% of the time.

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. #LI-JA1

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