Xerox Field Customer Support in North Canton, Ohio
Field Customer Support
City: North Canton
Country: United States
Department: Presales & Implementation
Date: Thursday, July 15, 2021
Working time: Full-time
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.
To perform the job successfully, an individual should demonstrate the following competencies:
Assesses own strengths and weaknesses
Pursues training and development opportunities
Strives to continuously build knowledge and skills
Shares expertise with others
Manages difficult or emotional customer situations
Responds promptly to customer needs
Solicits customer feedback to improve service
Responds to requests for service and assistance
Focuses on solving conflict, not blaming
Listens to others without interrupting
Keeps emotions under control
Remains open to others' ideas and tries new things
Speaks clearly and persuasively in positive or negative situations
Listens and gets clarification
Responds well to questions
Demonstrates group presentation skills
Participates in meetings
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
EDUCATION / EXPERIENCE
- Customer Support experience a plus.
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.
- 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.
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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