General Information

City
Cairo
State/Province
Cairo
Country
Egypt
Department
DELIVERY_ACCOUNT_OPERATIONS
Date
Wednesday, April 17, 2024
Working time
Full-time
Ref#
20033065
Job Level
Individual Contributor
Job Type
Experienced
Job Field
DELIVERY_ACCOUNT_OPERATIONS
Seniority Level
Associate

Description & Requirements

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.


Purpose:
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:

  • 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.
Primary Responsibilities:

  • Serve as the primary on-site customer contact for equipment support and service.
  • Carries out regular preventative maintenance checks on client fleet of machines
  • Provide on-going end-user training on equipment.
  • Basic device maintenance, including replacement of 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.
  • Utilize Xerox web-based applications as required to support in problem identification
  • 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 File/Email, etc.)
  • Monitor/apply current software updates/patches.
  • Identify and promote Xerox Services and Solutions.
  • Physical as well as remote device management and control.
  • Pro-actively manage consumables and supplies using local tools to support.
  • Maintain on-site operator replaceable parts inventory.

Qualifications:

  • Bachelor’s Degree in Engineering
  • 2 years+ in a similar position.
  • 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.
  • Proficiency in basic computer applications.
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