Customer Service Engineer ( CSE ) - Level 3

Xerox   •  

Montgomery, AL

8 - 10 years

Posted 230 days ago

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.