Technical Service Specialist Representative IV

General Information

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Country

United States

Department

Technical Customer Services

Date

Monday, May 13, 2024

Working time

Full-time

Ref#

20032871

Job Level

Specialist

Job Type

Experienced

Job Field

Technical Customer Services

Seniority Level

Associate

Currency

USD - United States - US

Annual Base Salary Minimum

47,580

Annual Base Salary Maximum

95,160

The salary range above represents the low and high end in the local currency of Xerox’s salary range for this position and is reflected in an annualized amount. Actual salaries will vary based on factors including, but not limited to, geographic location, market competition, and/or the successful applicant’s education, experience, knowledge, skills, and abilities. The range listed is just one component of Xerox’s total compensation package for employees. Employees are also afforded a comprehensive suite of benefits, to view those details please visit Xerox Careers for your applicable country. If you are not reviewing this job posting on Xerox Careers , we cannot guarantee the validity of this posting. For a list of our current internal postings, please visit Xerox Careers .

Hourly: Hourly rates for this position can be shared with you per your location, this rate will fall within the posted range.

Description Requirements

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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 our commitment to diversity and inclusion.

Overview:

Provide advanced level support to resolve our clients’ most difficult issues. Act as a link between the TSRs in their Operation and the technical support organization, ensuring the most current information is communicated in a timely manner. Resolve complex customer issues and ensure they are satisfied with the Xerox products and services we provide.

Responsibilities:

Provide support to all technical escalations, both remote and onsite.

Resolution of all Customer technical / connectivity / workflow issues in a timely manner,

Engaging the necessary resources as required to satisfy our customer needs

Participate in service customer expectation setting

Conduct technical communications meetings and facilitate the distribution and review of

Technical information

Review poor performing machine data and develop corrective action plans

Sales / Service Interface

Facilitate learning opportunities and support workgroup development, problem resolution, and

Reliability performance improvement

Inspection of machines for CMP processes while performing onsite escalations

The ACES must be able to work independently to identify, diagnose and resolve customer

issues. The ACES is a significant contributor to the achievement of Total Customer Satisfaction.

Required Skills and Attributes:

Demonstrated strong written and verbal communication skills.

Demonstrated effective Interpersonal Skills

Technical leader on Production Mono/Color and Office Color products for which they are responsible.

Demonstrated advanced ability to install and support of Digital Front Ends (DFE) both hardware and software on the customer network.

Experienced on networking/connectivity.

Network Certification a plus.

Role model for leadership through quality behavior.

Demonstrated ability to update skills current with technology changes.

Additional Benefits:

Substantial growth opportunities for future career development within a supportive and collaborative company culture.

Full medical/dental/vision, wellness credits, and a company contribution to a Health Savings Account and 401k matching.

Paid time off, plus holidays and personal days.

#LI-JC1

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, 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 [email protected]. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.