Customer Service Engineer ( CSE ) - Level 3

8 - 10 years experience  •  Software

Salary depends on experience
Posted on 12/08/17
San Diego, CA
8 - 10 years experience
Software
Salary depends on experience
Posted on 12/08/17

Purpose:
•  Responsible for installation, maintenance and repair of own company and third party products and systems including hardware, software, networking products and operating systems.
•  Accountable for providing service to Xerox customers based on assigned equipment & geographic location.

Scope:
Specific:
•  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:
Minimum  7 plus 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.

17006139

Not the right job?
Join Ladders to find it.
With a free Ladders account, you can find the best jobs for you and be found by over 20,0000 recruiters.