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Mail Room Support - New York, NY at Xerox

Mail Room Support - New York, NY

Xerox New York, NY (Onsite) Full-Time
Mail Room Support - New York, NY

**General information**

**City:** New York

**State/Province:** New York

**Country:** United States

**Department:** Service Delivery

**Date:** Friday, January 6, 2023

**Working time:** Full-time

**Ref#:** 20021334

**Job Level:** Individual Contributor

**Job Type:** Experienced

**Job Field:** Service Delivery

**Seniority Level:** Entry Level

**Description & Requirements**

**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 daywork 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 and explore our commitment todiversity, inclusion and belonging ([ Link removed ] - Click here to apply to Mail Room Support - New York, NY .


Responsible for the operational, on-site delivery of outsourcing/facilities management to end-user customers. Activities involve maintaining contracted service levels resulting in customer satisfaction, maintaining customer relationships, and contract commitments delivered within cost targets.

This employee works as part of the service delivery team that is aligned to one or more customers. They will have a focus on the following:

+ Delivery of service that meets SLA (Service Level Agreement) and customer satisfaction .

+ Supporting the achievement of productivity improvements.

+ Contributing to service transformation and business growth and further profitable service revenue.

**Primary Responsibilities:**

+ Carries out preventative maintenance checks, first level repair and escalate in accordance with agreed procedures for next level maintenance and technical support.

+ Promotes knowledge sharing and acts as a mentor/coach.

+ Educates and trains client groups on equipment usage and functions.

+ Maintains clean and tidy devices and safe work environment.

+ Logs of all activities including on-site parts inventory and replenishment of consumables.

+ Ensures SLA is achieved, and customer requirements are met and exceeded .

+ Commits to maintaining skill set through personal development and training.

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

+ Provide on-going 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 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 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 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 and Qualifications:**

+ Provide excellent customer service, anticipating the needs of the customer to align with Xerox's business mission/objective.

+ Able to work with minimal oversight, maintaining a high attention to detail and organization while demonstrating superior time management skills in accordance withService Level Agreement and Statement of Work relevant for the customer.

+ Functional knowledge of a PC, including Microsoft Office and web browsing,sendingand receiving emails, managing files, and performing data entry.

+ Identifies problems in straightforward situations and makes sound decisions using standard procedures.

+ Eagerto learn technologies surrounding print production and finishing equipment.

+ Must be able to stand for long periods of time, walk, bend, and reach.

+ 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

+ 2 years relevant experience resolving customer and equipment printing issues

+ Minimum Advanced knowledge of all site products and client IT environment

+ Minimum Experience in a customer facing service delivery role

+ Minimum Demonstrates a proactive approach to work with initiative and drive

+ Minimum Good technical and/or electrical aptitude

**It is important that our Docucare Associate does these 4 things well:**

+ Excelling in customer-facing service delivery role.

+ Maintaining intermediate knowledge of all Xerox equipment and client IT environment .

+ Demonstrates a proactive approach to work with initiative and drive.

+ Exhibits good technical and/or electrical aptitude.

**Additional Benefits:**

+ 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.

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


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 and explore our commitment to diversity and inclusion: [ Link removed ] - Click here to apply to Mail Room Support - New York, NY 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 [ Email address blocked ] - Click here to apply to Mail Room Support - New York, NY. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

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