General Information

Country
Netherlands
Department
Presales & Implementation
Date
Wednesday, July 24, 2024
Working time
Full-time
Ref#
20033591
Job Level
Specialist
Job Type
Experienced
Job Field
Presales & Implementation
Seniority Level
Associate

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 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.


OVERVIEW:

  • To support the delivered solutions and infrastructure, to implement and maintain devices, software, workflows and solutions and provide the contractual defined service for the customer
  • Guide and coach our customers to ensure they realize the full benefits of Xerox products and services
  • In the case of technical problems, provide L1 and L2 support; work independently to resolve the problem and fix the issue; open error reports and drive solutions with the L3/L4 support
  • To provide comprehensive technical analysis, system integration, application support and technical advice to customers in ord.er to achieve Xerox revenue goals and the satisfaction of the customer and his business objectives
  • Responsible for achievement of SLAs with 100% 
  • Contributes for the achievement of solutions and services revenue plan and to further expand revenue with the customer

ESSENTIAL RESPONSIBILITIES:

  • Managing and troubleshooting Xerox solutions and components in customer network environment
  • Work with the Xerox teams and the customer to realize and service full customer requirements and act as the key contributor of technical content complex customer Xerox solutions
  • Work with the Xerox teams and the customer develop troubleshooting and suggestions for improvement
  • Working with 3rd party solution providers as required to provide and maintain the integration and maintenance of components and software 
  • Proactively support the contractually agreed service for the customer by continuously monitoring the infrastructure and thus ensuring full compliance with the SLAs
  • Change and problem-management; define and manage the customer acceptance testing activity in case of changes in installed solutions
  • Ensure that the installed solutions and associated changes are documented on an ongoing basis
  • Support the technical implementation team (Xerox, 3rd Party and customer resources) to provide the agreed services to ensure customer expectations are met
  • Maintain ongoing customer relations, identifying and promoting any additional opportunities for applications and page volume growth
  • Display a professional image in all interactions with customers to ensure that Xerox is perceived as the company of choice

QUALIFICATIONS, SKILLSETS & EXPERIENCES:

  • Fluent Speaker in both DUTCH & ENGLISH languages
  • Ability to travel through the entire Netherlands region when needed
  • Experience in managing and troubleshooting solutions and components in complex network structures; as well as developing creative troubleshooting and suggestions for improvement
  • Experience of working in a technical support and service role, consulting with customers to develop relationships and common objectives
  • Ability to initiate and drive tasks and projects and bring them to a successful closure
  • IT / IT & Business Degree or equivalent
  • Expert in at least one industry standard platform and a variety of applications/workflow technologies
  • Technical experience of developing and implementing Xerox workflow solutions and shares that expertise with others in the team
  • Knowledge of, or specific experience in, relevant technologies
  • Ability to articulate in an ‘easy to understand manner’, complex solutions and workflow technologies to audiences with a variety of different levels of understanding
  • Ability to translate customer requirements into working solutions
  • Develops and maintains network of contacts both internal and external





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