Docucare Associate

1 week ago

Cairo, Cairo, Egypt Xerox Full time
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  • City
  • Cairo
  • State/Province
  • Cairo
  • Country
  • Egypt
  • Department
  • Service Delivery
  • Date
  • Thursday, March 23, 2023
  • Working time
  • Fulltime
  • Ref# Job Level
  • Individual Contributor
  • Job Type
  • Experienced
  • Job Field
  • Service Delivery
  • Seniority Level
  • Entry Level
    Description & Requirements:
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About Xerox Holdings Corporation
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Purpose of the role:


A DocuCare Associate provides the services delivery support to the client by providing contractual break/fix support, predominately on Office devices.

Objectives of position are to deliver operational excellence (in line with the contract Statement of Work) and customer service interface.

The position is an associate delivery operations role of which the majority of their time will be involvement with device maintenance, either through Break/Fix or consumable management activity.

The individual will have responsibility for delivering Break/Fix support to meet the service level agreement with the client. Key focal for problem resolution.

Scope of the role:


This role is part of a Service Delivery Team, comprising of both DAM and TS individuals, delivering an agreed service to the client.

The role impacts cost control through the adherence to SLA's and avoidance of service penalties, the use of parts and consumables used in the rectification of device issues and management of consumables.


Major Responsabilities:
Client Relationship Management

  • Serve as the primary onsite customer contact for equipment support and service.
  • Provide ongoing end user training on equipment.
  • Service Delivery
  • Basic device maintenance, including: replacement basic accessible parts and
- consumables per equipment specifications.

  • Break/Fix support, including consumable replenishment, for the majority of tasks.
  • Perform basic equipment problem diagnosis to support problem resolution.
  • Report activity as required by local processes.
  • IT support functions, including; downloading & installing printer drivers on enduser
- equipment, mapping to PC as required, escalate printer network issues to appropriate
resource etc.

  • Device Configuration (Enter IP address, scanning templates, User access levels. Scan
  • Identify and promote Xerox Services and Solutions.
  • Physical as well as remote device management and control.
  • Financial/ Business Growth
  • Proactively manage consumables and supplies using local tools to support.
  • Maintain onsite operator replaceable parts inventory.
BACKGROUND, EXPERIENCE AND QUALIFICATIONS- Bachelor's degree of engineering.
o 3-5 Years of working experience with at least 2 years in a similar position.
o Preferred experience in IT, service delivery projects and client interaction experience.
o Strong communication and problem-solving skills.
o Customer Service oriented with good interpersonal skills.
o Good command of English.