Xerox Customer Service Engineer (CSE) - Level 2 in Midland, Texas

Purpose:

• Accountable for providing service to Xerox customers based on assigned equipment & geographic location.

Scope:

• Individual Contributor. Interfaces both internally within functional area (services) as well as with external customers in providing service that delights the customer.

Primary Responsibilities:

• Perform full range of maintenance on assigned products; including technical diagnostics, software loads, installation, removal, retrofit and customer call assistance.

• Manage call activity; perform call close administrative requirements.

• Take responsibility for customer satisfaction through proper use of customer management skills and engage the support of other Xerox personnel as required.

• Adhere to proper escalation procedures to resolve customer issues.

• Provide customer training on assigned products in accordance with current field procedures.

• Responsible for assigned company assets (i.e. parts, tools, communication and computing devices, vehicles)

• Responsible for supportive participation in team functions and adherence to agreed-upon practices and procedures developed by the Team.

• Drive a motor vehicle

• Primary focal point for service reps with customer and technical problem escalations. Assists and backs up Specialist as required.

• Takes ownership for and resolves difficult or vulnerable customer situations using advanced customer relations skills.

• Interfaces with senior level decision-makers within the customer account to apply retention strategies.

• Takes leadership role to develop work management processes with service reps to maximize productivity and achieve business results (PEP metrics)

• Responsible for inspection of key business processes; Assists / performs CMP inspections, Parts management

• Mentors others using coaching skills* to improve functional application, use of key business processes and skill certification preparation.

• Proactively plans activity and manages service coverage to maximize personal and team productivity.

• Provides constructive feedback to service personnel for the purpose of performance improvement.

• Uses role model facilitation skills to identify focus areas and initiate actions to improve business processes and results.

• Provides training support as needed such as pre / post school learning’s.*

• Role models continuous learning and mentors service reps. Supports service reps in completion of MyLearning personal learning paths.

Candidate Education:

Minimum High School Diploma / (GED) / Secondary School GCSE or equivalent

Preferred Associate Degree / College Diploma /Cegep / A Levels

Professional Certifications:

Preferred COMPTIA A /N

Candidate Background: Skills, Knowledge & Ability:

Minimum 2 - 4 years of experience as a Customer Service Engineer,

Minimum Experienced with networked devices

Minimum HS diploma or equivalent

Minimum basic computer / network knowledge or equivalent competency.

Minimum MS Office experience.

Minimum Possess a valid drivers license (the license may not include restrictions related to a DWI/DUI conviction) and a satisfactory driving record as determined by Xerox (note that all individuals whose job responsibilities may include driving are subject to periodic motor vehicle records checks).

Minimum Facilitator skills training.

Title: Customer Service Engineer (CSE) - Level 2

Location: TX-Midland

Requisition ID: 17003909

Virtual/work from home? No