Xerox Client Associate - Level A02 in Cincinnati, Ohio

Serve as the primary customer contact for equipment support and service

Coordinate Move/Add/Change (MAC) process

Provide on-going end user training on equipment

Basic device cleaning and replacement of operator accessible parts and consumables per equipment specifications.

DocuCare level break-fix activities account for 70% of role responsibilities (ie replacing feed rollers, adjustment procedures, fuser cleaning procedures, appropriate retrofits, etc.)

Provide IP address support

Perform basic equipment problem diagnosis

Point of contact for equipment removal and delivery for onsite support

Contact service as required (Xerox and 3rd party)

Utilize Xerox web-based applications as required to include Call Handling for code 90 & 91

Accurate call reporting on Equipment in FWSS and XSM

Remote Service call onsite support

Driving (if required for duties)

On site contact for remote solve resolutions requiring technical expertise

Pro-actively manage consumables and supplies using the DOS calculator.

Maintain on-site operator replaceable parts inventory

Collect equipment meter information and submit for billing purposes

Perform Data Entry for activity and asset tracking

Manage and maintain on-site parts inventory using PM4

Lift and move up to 50 pounds

Read, write and follow basic English instructions

Customer service and communication skills

Ability to manage multiple tasks

Perform duties with minimal supervision

Basic Equipment problem solving and diagnosis per training provided

Customer problem resolution including escalation as required

Coordinate work tasks to ensure fulfillment of SOWs

Track and report account information as required

1-2 years relevant experience resolving customer and equipment printing issues

Download and install printer drivers on end-user equipment

Perform printer mapping to PC as required

Escalate printer network issues to appropriate resource

Physical as well as remote device management and control

Device Configuration (Enter IP address, scanning templates, User access levels. Scan to File/Email, etc…)

Monitor/apply current software updates/patches

Remote solves

Non-Xerox device management as required

Perform remote device monitoring and remote solve (Xerox Device Management)

Identify and promote Xerox Office Solutions

Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race,color , religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox in the U.S. may request such accommodation(s) by sending an e-mail to

Job: Client Relationship Management / Service Delivery

Organization: Delivery Operations

Title: Client Associate - Level A02

Location: Ohio-Cincinnati

Requisition ID: 17000012

Virtual/work from home? No