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 a single customer. 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.
• Shipping-Receiving of equipment for remote location depot repair.

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 with Service Level Agreement and Statement of Work relevant for the customer
• Functional knowledge of a PC, including Microsoft Office and web browsing, sending and receiving emails, managing files, and performing data entry.
• Identifies problems in straightforward situations and makes sound decisions using standard procedures
• Eager to learn technologies surrounding print production and finishing equipment.
• Must be able to stand for long periods of time, walk, bend, and reach.
• Willingness to learn

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
• Paid time off, plus holidays and personal days
• Matching RRSP
• Substantial growth opportunities for future career development within a supportive and collaborative company culture