Delivery Account Operations - Louisville, KY

General Information

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City

Louisville

State/Province

Kentucky

Country

United States

Department

DELIVERY_ACCOUNT_OPERATIONS

Date

Friday, January 10, 2025

Working time

Full-time

Ref#

20034848

Job Level

Individual Contributor

Job Type

Experienced

Job Field

DELIVERY_ACCOUNT_OPERATIONS

Seniority Level

Associate

Currency

USD - United States - US

Annual Base Salary Minimum

33,360

Annual Base Salary Maximum

66,720

The salary range above represents the low and high end in the local currency of Xerox’s salary range for this position and is reflected in an annualized amount. Actual salaries will vary based on factors including, but not limited to, geographic location, market competition, and/or the successful applicant’s education, experience, knowledge, skills, and abilities. The range listed is just one component of Xerox’s total compensation package for employees. Employees are also afforded a comprehensive suite of benefits, to view those details please visit Xerox Careers for your applicable country. If you are not reviewing this job posting on Xerox Careers, we cannot guarantee the validity of this posting. For a list of our current internal postings, please visit Xerox Careers.

Hourly: Hourly rates for this position can be shared with you per your location, this rate will fall within the posted range.

Description & Requirements

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About Xerox Holdings Corporation

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.

Job Summary

Responsible for the operational, on-site delivery of Level 1 service delivery to a Xerox client in downtown Louisville. Activities involve maintaining contracted service levels resulting in customer satisfaction, maintaining customer relationships, and contract commitments delivered within cost targets.

This Employee Works As Part Of The Service Delivery Team That Is Aligned To One Or More Customers. They Will Have a Focus On The Following

• Serve as primary point of contact for all equipment, support, and service at contracted site.
• Deliver services that meet SLA (Service Level Agreement): Respond to any tickets, emails, or received phone calls by clients within 30 min.
• Support the achievement of productivity improvements.
• Contribute to service transformation and business growth and further profitable service revenue.
• Carry out preventative maintenance checks, first level repair and escalate in accordance with agreed procedures for next level maintenance and technical support.
  
  

Primary Responsibilities

• Review technical tickets and respond or escalate.
• Ensure all tickets are logged within Xerox’s XSM database.
• Escalate unresolved calls to the Solution Architect in a timely manner for 2nd level support.
• Monitor client communication channels and respond or forward as necessary.
• Perform basic technical tasks, including programming card readers and updating device configurations.
• Add/Remove/Update printers to the contract following the MACD Process.
• Place service call for Xerox Devices when needed.
• Assist with local deliveries and device moves as needed.
  
  

Skills And Qualifications

• Provide excellent customer service, anticipating the needs of the customer to align with Xerox’s business mission/objective.
• Able to work with minimal oversight, maintaining a high attention to detail and organization while demonstrating superior time management skills in accordance with Service Level Agreement and Statement of Work relevant for the customer.
• Functional knowledge of a PC, including Microsoft Office and web browsing, sending and receiving emails, managing files, and performing data entry.
• Identifies problems in straightforward situations and makes sound decisions using standard procedures.
• Employ technical aptitude in order to diagnose problems, navigate device interfaces, and update configurations (IP addresses, etc).
• Eager to learn technologies surrounding print production and finishing equipment.
• Must be able to stand for long periods of time, walk, bend, and reach.
• Must be able to lift up to 50 lbs.
  
  

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