Technical Service Representative Ii - London, United Kingdom - Arena Group Ltd

Arena Group Ltd

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

General Information:

City
Bromley, Uxbridge
State/Province
Greater London, London
Country
United Kingdom
Department
Technical Customer Services
Date
Tuesday, July 11, 2023
Working time
Fulltime
Ref# Job Level
Individual Contributor
Job Type
Experienced
Job Field
Technical Customer Services
Seniority Level
Entry Level
Description & Requirement:

About Xerox Holdings Corporation- We're an industry leader that's rapidly growing our Technical Services division and have an immediate need for a professional field service technician. This is a full-time position with benefits. Xerox will provide a vehicle, laptop, cell phone, all tools, and all necessary training
-
It is important that our Copier and Printer Field Service Technician do these 3 things well:

Provide outstanding service to our clients. It is imperative that their printers are working correctly and that our customers receive top-notch service at all times.
Use electromechanical skills to repair devices. Xerox provides training by certified instructors, as well as online and inhouse training. A good foundation of electrical and mechanical knowledge will help you learn copier and printer repair 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 24 hours, and keeping parts costs to a minimum.

Here's what we're looking for in your background to make sure this is a mutually great fit:

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 an HVAC technician, Electrician, Automotive Mechanic or Repair, Military or Veteran with electro-mechanical experience.
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 If you're an "always running behind, something's always coming up" person, we'll be honest:
this role isn't the best fit for you.

Valid driver's license, appropriate insurance coverage, and a clean driving history. A Motor Vehicle Record (MVR) is included in our technician background check.
Ability to lift 50 pounds, stand and walk for extended periods of time, pull, lift, squat, reach, bend, and stoop to equipment, parts, and supplies. Again, this is an extremely active position that requires walking, standing, squatting, bending, and driving for over 50% of the workday.

Do you have what it takes? Here's what success looks like in 30 days:

You have completed new hire training, and you've built a solid foundation of knowledge of Xerox, our clients, and our customer service culture.
You have established a thorough understanding of your daily workload, including the energy and positive attitude that it will take to maintain client satisfaction.
You have begun to deliver great customer service as you complete calls on copier and printers, with assistance from your manager or another team member.
You have completed at least 50% of the technical training courses on the devices in your portfolio.
You have maintained a functional part and supplies stock to properly support the equipment within your territory.

And here's what success looks like in 60 days:

You've completed 100% of the training courses required to fully support the equipment assigned to you.
You are actively and correctly completing service calls on printers independently.
You've completed your first stock audit with no variance.

And last but certainly not least, we offer great benefits, including:

Medical/dental/vision
Paid time off, plus holidays and personal days.
The ability to grow Possible career tracks include Production Specialist or Technical Services Manager.

Main Responsibilities

Provide service activity, incl. performance actions and maintenance/retrofits activities, in the team on a specific product group/family
Provide installations and deinstallations of Xerox & third party products within agreed customer timeframes in order to meet contractual agreements
Recognize additional business opportunities or selling points at customers and report via appropriate channels to Xerox
Timely escalation of technical problems as specified in the escalationprocedure in order to minimize the downtime of machines.
Manage the business relationship with customers according to the agreements in their contracts in order to optimize customer satisfaction
Experience in a field service role
Minimum Good knowledge of the English language
Minimum Developed analytical skills.
Skills in the use of electronic diagnostic tools, such as multimeter's
Preferred Knowledge in the field of computers, networks, data communication and co