Account Service Representative – Houston, TX

Account Service Representative – Houston, TX

General Information

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City

Houston, Pasadena, Sugar Land

State/Province

Texas

Country

United States

Department

Service Delivery

Date

Monday, September 23, 2024

Working time

Full-time

Ref#

20034123

Job Level

Individual Contributor

Job Type

Experienced

Job Field

Service Delivery

Seniority Level

Associate

Currency

USD – United States – US

Annual Base Salary Minimum

31,080

Annual Base Salary Maximum

62,160

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 (https://xerox.avature.net/enUS/careers) , we cannot guarantee the validity of this posting. For a list of our current internal postings, please visit Xerox Careers (https://xerox.avature.net/enUS/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. (https://www.xerox.com/en-us/jobs/diversity)

ESSENTIAL FUNCTIONS:

Client Relationship Management: Serve as the primary customer contact for equipment support and service Coordinate Move/Add/Change (MAC) process

Provide ongoing end-user training on equipment

Services Delivery: Basic device cleaning and replacement of operator-accessible parts and consumables per equipment specifications. Break-fix activities account for 70% of role responsibilities.

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 Service Call Handling

Accurate call reporting on Equipment in Xerox designated systems

Remote Service call onsite support Driving (if required for duties)

Download and install printer drivers on end-user equipment

Perform printer mapping to PC as required

Escalate printer network issues to the 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 on On-site contact for remote solve resolutions requiring technical expertise

Non-Xerox device management as required

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

Identify and promote Xerox Office Solutions

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

SKILLS:

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 of relevant experience resolving customer and equipment printing issues

Additional Benefits:

Substantial growth opportunities for future career development within a supportive and collaborative company culture.

Full medical/dental/vision, wellness credits, and a company contribution to a Health Savings Account and 401k matching.

Paid time off, plus holidays and personal days.

#LI-CL1

Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. Learn more at www.xerox.com and explore our commitment to diversity and inclusion: https://www.xerox.com/en-us/jobs/diversity People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to XeroxStaffingAdminCenter@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.