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Technical Service Representative II
4 months ago
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 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 and explore our commitment to diversity, inclusion and belonging.
Job Role Summary
Responsible for the maintenance and repair of Xerox and/or third party products from Kyocera, Ricoh, Sharp, HP and Canon whilst having the basic ability to resolve networking and operating system issues.
Purpose
Working remotely, you will be required to solve technical hardware & software problems at customer sites, whilst liaising closely with the client to ensure total satisfaction. Optimise workload & costs in line with planned targets and guidelines set by the business and/or your line manager
Scope - Job Specific
- The job holder has the responsibility for delivering the appropriate technical service to the customer as set out by the business and/or line manager Internal relationships
- include line manager & scheduling team
- External relationships include customers.
Main Responsibilities
- Provide service activity, incl. performance actions and maintenance/retrofits activities, in the team on a specific product group/family.
- Provide installations and de-installations of Xerox & third party products within agreed customer timeframes in order to meet contractual agreements.
- Recognize additional business opportunities or selling points at customers and report via appropriate channels to Xerox.
- Timely escalation of technical problems as specified in the escalation-procedure in order to minimize the down-time of machines.
- Actively communicate with colleagues to share technical information in the correct way.
- Manage the business relationship with customers according to the agreements in their contracts in order to optimize customer satisfaction.
Candidate Background: Skills, Knowledge and Abilities
- Minimum Several years' experience in a field service role within the reprographics sector
- Preferred Manufacturer trained on any of the following: Xerox, Toshiba, Epson, Kyocera, Ricoh
- Preferred Follow-up courses, including communication, customer handling skills.
- Minimum Good knowledge of the English language.
- Minimum Developed analytical skills.
- Minimum Skills in the use of electronical diagnostic tools, such as multi meter's
- Minimum Customer focused mentality.
- Preferred Knowledge in the field of computers, networks, data communication and colour knowledge (if relevant for the product portfolio).
- Minimum Developed communicative and reporting skills.
- Minimum Willing to work flexibly.
- Additional Role Requirements
- Vacancies within the Northwest.
- Training will be provided on hardware/products specific to the area
Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, colour, creed, religion, ancestry, national origin, age, gender identity, 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 and explore our commitment to diversity and inclusion 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 Be sure to include your name, the job you are interested in, and the accommodation you are seeking.
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