Customer Service Engineer ( CSE ) - Level 2

5 - 7 years experience  •  Software

Salary depends on experience
Posted on 12/07/17
Honolulu, HI
5 - 7 years experience
Software
Salary depends on experience
Posted on 12/07/17

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.
•  Assist other service reps as required with; call support, knowledge sharing & problem resolution
•  Utilize work and achieves business results (PEP metrics) management processes that maximizes productivity
•  Takes ownership for customer & technical problem resolution with minimal support required.
•  Participates in discussions on focus areas or processes.
•  Accepts / shares responsibility for  being a subject matter expert / coordinator for key business processes (i.e. parts, asset tracking, retrofits)
•  Manages and plans activity to ensure productive workday.
•  Responsible for a full assigned workload territory with minimal assistance.
 Candidate Education:
Minimum   High School Diploma / (GED) / Secondary School GCSE or equivalent
Preferred   Associate Degree / College Diploma /Cegep /  A Levels

Professional Certifications:
Preferred  COMP TIA A+/N+

Candidate Background:
Minimum  5 plus years of experience as a Customer Service Engineer.
Minimum  Basic understanding of networks.
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).

17006690

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