Technical Service Representative

Description & Requirements

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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.

We're an industry leader that's rapidly growing our Technical Services division and have an immediate need for professional field service technicians to delight our customers.

Primary Responsibilities:

• Provide outstanding service to our clients. It is imperative that our customers devices are working correctly, and that they receive top-notch service at all times.
• Use electro-mechanical skills to repair devices. Xerox provides training by certified instructors, as well as online and in-house training. A good foundation of electrical and mechanical knowledge will help you learn our industry quickly.
• Achieve key productivity goals. This includes 5 gross calls per day, an efficiency rating (fixing it right the first time) of 50% or higher, response time commitments between 2-4 hours, and keeping parts costs to a minimum.

Skills and Qualifications:

• Electro-mechanical experience including using a multi-meter to troubleshoot electrical circuits, and the ability to read and comprehend electrical schematics to properly troubleshoot systems. This could include past roles as a Military or Veteran with electro-mechanical experience, HVAC/Cable Internet technician, Electrician, Automotive Mechanic or Repair.
• Superior time management skills and RELIABILITY. Our customers are counting on you. If you're a "10 minutes early is on time, and on time is late" person, we want to talk about your career goals! We value dependable employees who are eager to meet deadlines.
• Valid driver's license & appropriate insurance coverage. A Motor Vehicle Record (MVR) is included in our technician background check.
• This is an extremely active position that requires the ability to lift 50 pounds, walking, standing, squatting, bending, and driving for over 50% of the workday. Safety is our top priority especially around electrical components.
• Bilingual in French and a good knowledge of English is required, as this role requires regular communication in English with clients and staff located in other provinces and the United States.

Here’s what success looks like in the first 60 days:

You have successfully navigated through our new hire training and completed the technical training courses which have set you up for success in the following categories:

• Comprehensive understanding of our company and customer service culture.
• Clear expectations in reference to call load, territory alignment and client satisfaction.
• Thorough knowledge base of the equipment and inventory needs to support your territory.
• Actively and correctly completing service calls independently.

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.