Field Service Technician - Chapel Hill, NC

Field Service Technician - Chapel Hill, NC

City: Chapel Hill, Durham, Raleigh

State/Province: North Carolina

Country: United States

Department: Technical Service Engineering

Working time: Full-time

Job Level: Individual Contributor

Job Type: Experienced

Job Field: Technical Service Engineering

Seniority Level: Associate

Currency: USD - United States - US

Annual Base Salary: Minimum 43,884 Annual Base Salary Maximum 87,768

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.

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 the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today's global, distributed workforce. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients. At Xerox, we make work, work.

Scope:

• Strong communication skills with external and internal partners
• Interfaces both internally within functional area (services) as well as with external customers in providing service that delights the customer
• Has developed specialized skills or is multi-skilled through job-related training
• Completes a variety of atypical assignments
• Solves problems of a recurring nature, but also takes a broad perspective to problems and may identify new, less obvious solutions
• Completes work with a limited degree of supervision
• Acts as an informal resource for colleagues with less experience
• May lead a team in the performance of a variety of tasks that are generally routine

Qualifications:

• Recommended Professional Certifications: Preferred COMP TIA A+/N+
• Senior level job with considerable work experience (3+ years)
• Intermediate MS Office experience
• Detailed knowledge of IT Fundamentals (e.g., PC hardware / software, Printer languages, Operating Systems, Desktop Applications, Networking, Network protocols)
• Valid driver's license

Success Measures / KPIs:

• Completion of all Xerox Onboarding courses
• Completion of required Model Family Training
• Successful Parts Management Software and Audit Completions
• Ability to complete expected Visits Per Day as entry level A03
• Completes work with limited Autonomy

Technical Maintenance & Repair:

• Perform full range of maintenance on assigned products; including technical diagnostics, software loads, installation, removal, retrofit and customer call assistance.
• Completes onsite fault-diagnosis and repair
• Handles Parts & Consumables replacements
• Executes Installations and Shop Setups of New Equipment
• Manages Total Call Process
• Primary focal point for service reps with customer and technical problem escalations.
• Assists and backs up Specialist as required.
• Generates new and innovative solutions to complex problems, and proposes improvements to processes

Customer Management:

• Take responsibility for customer satisfaction through proper use of customer management skills and engage the support of other Xerox personnel as required.
• Provide customer training on assigned products in accordance with current field procedures.
• Take ownership for customer issues and resolution with minimal support required.
• Keeps clients informed of ETA Arrival and follow up on ETA for return with Parts
• Adhere to proper escalation procedures to resolve customer issues.
• Communicates opportunities to upgrade assets to sales channels
• Verbal communications with external and internal interactions
• Direct client interaction with basic presentation skills.

Technical Support:

• Escalate ongoing HW/SW issues to L2/L3
• Use of current AI Tools and Technical Documentation
• Participate in ongoing product training
• Assist other TSRs as required with call support, knowledge sharing & problem resolution
• Responsible for supportive participation in team functions and adherence to agreed-upon practices and procedures developed by the Team.
• Manage call activities
• Document calls in applicable systems
• Manage workday for maximum productivity
• Responsible for fully assigned workload territory

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 XeroxStaffingAdminCenter@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.