Client Support Specialist

General Information

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City

Lincoln, Pawtucket, Providence, Warwick

State/Province

Rhode Island

Country

United States

Department

SALES SUPPORT

Date

Wednesday, November 6, 2024

Working time

Part-time

Ref#

20034368

Job Level

Individual Contributor

Job Type

Experienced

Job Field

SALES SUPPORT

Seniority Level

Associate

Currency

USD - United States - US

Annual Base Salary Minimum

43,320

Annual Base Salary Maximum

86,640

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/en_US/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/en_US/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)

Overview:

Connecticut Business Systems, a Xerox Company, is seeking a full-time, dedicated, customer service-oriented Client Support Specialist to be on-site in support our Healthcare client's fleet of printer devices in Providence, RI. Who will be responsible for supporting the sales/professional services organizations and support functions, through data gathering, analysis and process coordination. Co-ordinates, develops and/or manages databases and other information tools to ensure customer satisfaction and fulfillment of Statement of Work objectives objectives. Works with Sales, Operations, Supplies, Technical Service and other internal departments as needed. Support Client End-Users with equipment related requests involving Supplies, Training, Print Assessments, Reporting, Problem Resolution, Equipment MACD, and other account management responsibilities.

Responsibilities:

• Work closely with the customer and will have regular on-site meetings with our customer’s Information Technology (IT) leadership, Supplier Support Team and Account Manager.

• Monitor and support by using the tools and processes to ensure timely supply (toner) delivery, accurate service response and other support provisions.

• Have access to all the support staff and tools from our Supplier to manage the day-to-day operations of the Supplier’s equipment and software.

• Complete and adhere to our customer’s standards for annual Compliance training. The training is scheduled in advance and typically requires approximately 8-20 hours to complete and covers such topics as Genoa security, HIPAA rules, workplace ethics, code of conduct, and other related topics.

• Be equipped with mobile devices that will alert them to a service call or request for support to be dispatched from our Call Center.

• Assist with general account management responsibilities. After implementation, the Supplier will collaborate with the Client on a continual basis to review the Client Printer Support Specialist job duties and provide recommendations for improvement based on advanced technology tools for delivery and transparency of services in real time.

• Manages business document output devices (printers and multifunctional devices) and software at Supplier’s Client location(s) with a focus on maximizing uptime, utilization and user satisfaction while minimizing costs. They will assist other site team members in developing, implementing, and managing ongoing site operations.

Duties:

• Monitors all facets of the equipment fleet program to ensure that Supplier’s performance standards are maintained, and Client requirements (contracted service levels) are consistently met.

• Engages Supplier and/or third-party resources to anticipate and prevent problems, as well as to remedy problems as they occur.

• Acts as a supporting interface to all Client locations for management of performance issues.

• Monitors the parts and supplies procurement and distribution program, as well as an onsite inventory of key parts and supply items, including waste toner bottles.

• Monitors Call / Support Center activity to ensure service response requirements are met and that parts arrive in support of dispatched service technicians at the appropriate place and time.

• Coordinates and tracks equipment moves, removals, and installations.

• Manages the collection of periodic meter readings, including review and validation.

• The Client Printer Support Specialist will work closely with our customer to integrate with the chosen help desk ticketing platform of Client.

• Proactively manages proper configuration including set up of consistent workflow scanning settings for all locations. For example, Dynamic Host Configuration Protocol (DHCP) and Media Access Control (MAC) Address.

• Proactively manages firmware version prior to installation of new and swapped multi-functional devices to ensure ease of implementation. Maintains / updates the Supplier Fleet Management databases and generates/distributes appropriate periodic reports.

• Acts as an advocate for the client in all matters concerning the fleet and provides analysis, reporting and other support as required.

• Generates new and innovative solutions to complex problems, and proposes improvements to processes

• Analyzes Client's equipment needs, then collaborates with Sales and Technical Service to recommends potential solutions.

• Works autonomously within established procedures and practices

• A portion of time is normally spent performing individual tasks relation to the unit or sub-unit

• Communicates directly with internal and Client's Senior Management

Desired Qualifications:

• Two (2) years or more of IT equipment fleet supervision or equivalent work experience preferred.

• Prior experience managing equipment fleet implementations preferred.

• A+ Certification preferred.

• Software / Server experience.

• Experience with printers and multifunctional devices on Local Area Networks.

• Prior hands-on experience with troubleshooting, mechanical and electrical equipment repairs.

• Ability to use hand tools

• Strong time management skills.

• Ability to lift, push, pull and maneuver objects weighing up to 75 lbs.

• Experience using smartphones, laptops and tablets with exposure to Microsoft Office (Word, Excel, and Outlook).

• Previous experience with software and hardware updates preferred.

• Familiarity with networking and internet connectivity preferred.

• Must have good Microsoft Office skills, especially PowerPoint, Excel, and Outlook.

• Position requires regular travel between Client locations in Providence, RI and Cranston, RI

• Must be comfortable working within a Hospital environment

• Must be able to lift 25 lbs and be standing/walking for long periods of time

• Must have a valid drivers license

#LI-NT1

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.