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Xerox On-site Customer Support Manager in Ohio

On-site Customer Support Manager

General information

City: Canton, North Canton

State/Province: Ohio

Country: United States

Department: Presales & Implementation

Date: Friday, July 1, 2022

Working time: Full-time

Ref#: 20016690

Job Level: Individual Contributor

Job Type: Experienced

Job Field: Presales & Implementation

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 www.xerox.com and explore ourcommitment to diversity and inclusion. (https://www.xerox.com/en-us/jobs/diversity)

ComDoc, A Xerox Company, is seeking a full-time, dedicated, customer service-oriented On-site Customer Support Manager to support our customer in Canton, Ohio. This position will report daily to Aultman Hospital campus, and their offsite locations in various areas of Ohio as needed.

Responsibilities:

  • Work closely with the customer and will have on-site meetings as needed with our customer’s Information Technology (IT) leadership, Supplier Support Team, and Account Manager.

  • Monitor and support by using the tools and processes to ensure timely supply (toner) delivery, accurate service response and other support provisions.

  • Assist with general account management responsibilities, to include monthly meter reads from various locations.

  • Collaborate with Client on a continual basis to review projects and provide equipment and services needed.

  • Manages business document output devices (printers and multifunctional devices) and software at Supplier’s Client location(s) with a focus on maximizing uptime, utilization and user satisfaction while minimizing costs. They will assist other site team members in developing, implementing, and managing ongoing site operations.

Duties:

  • Monitors all facets of the equipment fleet program to ensure that Supplier’s performance standards are maintained, and Client requirements (contracted service levels) are consistently met.

  • Engages Supplier and/or third-party resources to anticipate and prevent problems, as well as to remedy problems as they occur.

  • Acts as a supporting interface to all Client locations for management of performance issues.

  • Monitors the parts and supplies procurement and distribution program, as well as an onsite inventory of key parts and supply items, including waste toner bottles.

  • Monitors Call / Support Center activity to ensure service response requirements are met and that parts arrive in support of dispatched service technicians at the appropriate place and time.

  • Coordinates and tracks equipment moves, removals, and installations.

  • Manages the collection of periodic meter readings, including review and validation.

  • Work closely with our customer to integrate with the chosen help desk ticketing platform of Client.

  • Proactively manages proper configuration including set up of consistent workflow scanning settings for all locations. For example, Dynamic Host Configuration Protocol (DHCP) and Media Access Control (MAC) Address.

  • Proactively manages firmware version prior to installation of new and swapped multi-functional devices to ensure ease of implementation. Maintains / updates the Supplier Fleet Management databases and generates/distributes appropriate periodic reports.

  • Acts as an advocate for the client in all matters concerning the fleet and provides analysis, reporting and other support as required.

Desired Qualifications:

  • Two (2) years or more of equipment fleet supervision or equivalent work experience.

  • Prior experience managing equipment fleet implementations

  • Experience with printers and multifunctional devices on Local Area Networks

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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