Docucare Associate I

Description & Requirements

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:

• * Added to Job Family Service Delivery – CR in scan/refresh process
• The role holder works as part of the service delivery team that is aligned to one or more customers. He/she will have focus on the following:
• Delivery of service that meets SLA and delights the customer (KPI: SLA achieved & high customer satisfaction)
• Supporting the achievement of productivity improvements (KPI: Value for customer & enhanced margin)
• Contributing to service transformation and business growth (KPI: Further profitable service revenue)

Scope:

Specific:

• The work undertaken by the role holder is completed in line with the Service Level Agreement and Statement of Work relevant for the customer.

General:

• Entry Level with little or no prior work experience
• Acquires basic skills to perform routine tasks
• Work is routine and requires minimal problem resolution
• Completes work with limited autonomy
• Works with either close supervision or under clearly defined procedures

Primary Responsibilities:

• Carry out regular preventative maintenance checks on client fleet of machines
• Proactively resolve and escalate issues
• Order and replenish consumables
• Maintain log of all activities including on-site parts inventory
• Maintain clean and tidy devices and surrounding environment
• Carry out first level repair utilising basic technical and/or electrical skills
• Escalate in accordance with agreed procedures for next level maintenance and technical support
• Interface with Customer Service Organisation