Field Service Technician - Print Equipment
- Recruiter
- Confidential
- Location
- Leicester
- Salary
- Competitive
- Posted
- 14 Jun 2021
- Closes
- 12 Jul 2021
- Sectors
- Customer Service & Call Centre
- Contract Type
- Permanent
- Hours
- Full Time
Field Service Technician - Print Equipment
Reporting to the Service Supervisor / Customer Service Manager, you'll liaise, coordinate and facilitate between Xeretec / Landscape and the nominated client stakeholders and end users to deliver the required levels of service delivery. Repairing and maintaining Xeretec / Landscape provided equipment and solutions.
Objectives:
• To complete onsite servicing of all Xeretec / Landscape print equipment.
• To complete proactive servicing to ensure end to end customer satisfaction.
• Liaise with hardware vendors to ensure all hardware escalations are handled in a quick and efficient manner.
• Manage smooth implementation of new printer hardware with client end users and IT Team
• Achieve agreed Service Levels on device uptime throughout life time of contract
• Monitor and manage the Print management software system to maximise efficiencies
• To ensure end user satisfaction of printing solution
• To follow Service Management processes
Field Service Technician - Print Equipment Responsibilities:
• To own and manage the fleet of onsite printing equipment.
• Repair and maintain onsite print equipment ensuring preventive maintenance schedules are kept and achieve an excellent level of device reliability and availability.
• Act as Helpdesk incident queue owner for any print related issues.
• Escalate any hardware or solution related issues as required and in a timely fashion.
• Provide training and support to end users.
• Maintain full responsibility of the XSM / Service Now incident management queues.
• Liaise with client IT and Xeretec ORR to ensure service continuity.
• Make improvement recommendations for device and service optimisations.
• Manage queries and escalations from IT within XSM / Service Now.
• Support and liaise with all Xeretec personnel working with client, including billing, Help Desk and logistics
• Implement and manage escalation process.
• Ensure onsite device issue resolution is at a set level and meets contractual targets.
• Continuous improvement programme and sharing of best practice within the Xeretec network.
In addition to your normal duties you may be required to undertake other duties and you will be required to obey all reasonable directions from time to time given by the Company. The Company reserves the right to vary your duties.
About Xeretec Office Systems Ltd:
Xeretec Office Systems is a leading provider of digital print hardware, software, solutions and services. Today we are Xerox's largest partner and provider of Managed Print Services (MPS) in the UK, a strategic production partner and one of their top 5 resellers across Europe. Over the last two years we have extended our portfolio to include wider IT solutions, and are on the path towards becoming a full Managed Service Provider
Location: Leicester
Hours: Full time, 37.5 hours per week, 5 days per week to include weekend rota: a degree of flexibility is required.
Contract type: Permanent
Salary: dependant on experience
You may have experience of the following: Field Service Engineer, Electrical Engineering, Electronics, Mobile Support Engineer, Electrical Engineer, Field Service Technician, Maintenance Engineer, Maintenance Technician, Reactive Maintenance, Preventative Maintenance, Hardware Repair, Printers, Printing, Office Equipment, etc.
Ref: (phone number removed)
Reporting to the Service Supervisor / Customer Service Manager, you'll liaise, coordinate and facilitate between Xeretec / Landscape and the nominated client stakeholders and end users to deliver the required levels of service delivery. Repairing and maintaining Xeretec / Landscape provided equipment and solutions.
Objectives:
• To complete onsite servicing of all Xeretec / Landscape print equipment.
• To complete proactive servicing to ensure end to end customer satisfaction.
• Liaise with hardware vendors to ensure all hardware escalations are handled in a quick and efficient manner.
• Manage smooth implementation of new printer hardware with client end users and IT Team
• Achieve agreed Service Levels on device uptime throughout life time of contract
• Monitor and manage the Print management software system to maximise efficiencies
• To ensure end user satisfaction of printing solution
• To follow Service Management processes
Field Service Technician - Print Equipment Responsibilities:
• To own and manage the fleet of onsite printing equipment.
• Repair and maintain onsite print equipment ensuring preventive maintenance schedules are kept and achieve an excellent level of device reliability and availability.
• Act as Helpdesk incident queue owner for any print related issues.
• Escalate any hardware or solution related issues as required and in a timely fashion.
• Provide training and support to end users.
• Maintain full responsibility of the XSM / Service Now incident management queues.
• Liaise with client IT and Xeretec ORR to ensure service continuity.
• Make improvement recommendations for device and service optimisations.
• Manage queries and escalations from IT within XSM / Service Now.
• Support and liaise with all Xeretec personnel working with client, including billing, Help Desk and logistics
• Implement and manage escalation process.
• Ensure onsite device issue resolution is at a set level and meets contractual targets.
• Continuous improvement programme and sharing of best practice within the Xeretec network.
In addition to your normal duties you may be required to undertake other duties and you will be required to obey all reasonable directions from time to time given by the Company. The Company reserves the right to vary your duties.
About Xeretec Office Systems Ltd:
Xeretec Office Systems is a leading provider of digital print hardware, software, solutions and services. Today we are Xerox's largest partner and provider of Managed Print Services (MPS) in the UK, a strategic production partner and one of their top 5 resellers across Europe. Over the last two years we have extended our portfolio to include wider IT solutions, and are on the path towards becoming a full Managed Service Provider
Location: Leicester
Hours: Full time, 37.5 hours per week, 5 days per week to include weekend rota: a degree of flexibility is required.
Contract type: Permanent
Salary: dependant on experience
You may have experience of the following: Field Service Engineer, Electrical Engineering, Electronics, Mobile Support Engineer, Electrical Engineer, Field Service Technician, Maintenance Engineer, Maintenance Technician, Reactive Maintenance, Preventative Maintenance, Hardware Repair, Printers, Printing, Office Equipment, etc.
Ref: (phone number removed)