Docucare Associate Iv

5 days ago

مصر, Egypt Xerox Full time

PURPOSE OF ROLE:
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 ROLE:
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.
- Achieving the service quality metrics results to meet the company targets.
- Controlling service cost to improve service PM.
- Supporting customers to increase machines print volume for improving service

revenue.
- Customer satisfaction.

MAJOR RESPONSIBILITIES:
Client Relationship Management
- Serve as the primary on-site customer contact for equipment support and service.
- Provide on-going 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.
- Liaise with relevant IT support and provide device related configuration elements, e.g.

IP address.
- Point of contact for equipment removal and delivery for onsite support.
- 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 end-user

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
- To enhance customer training and machine usage to increase machine copy volume.
- Identify and promote Xerox Services and Solutions.
- To achieve all the quality service metrics (R/T, D/Time,...).
- To support the low volume and color office machines.
- To improve machine performance and copy volume.
- To control service van-kit and achieve inventory check targets.
- Physical as well as remote device management and control.

Financial/ Business Growth
- Pro-actively manage consumables and supplies using local tools to support.
- Maintain on-site operator replaceable parts inventory.
- Collect equipment meter information and submit for billing purpose.

Job Requirements
- Bachelor degree of Engineering (Mechatronics) from a reputable university.
- 0-2 Years of working experience.
- Preferred experience in IT, service delivery projects and client interaction experience.
- Strong communication and problem-solving skills.
- Customer Service oriented with good interpersonal skills.
- Good command of English.
- Knowledge and experience in dealing with printing technology.
- Role model in personal behavior and performance standards.
- High technical level of handling hardware and software support.

**Ref#**:20020775

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