DocuCare Site Engineer

£19000/annum 28 days holiday inc Bank Holidays
18 Jul 2017
17 Aug 2017
Contract Type
Full Time
Start Date: ASAP
Hours: Monday - Friday (09:00 - 17:30)
Location: Newport
Salary: £19,000, 28 days holiday inc Bank Holidays

As part of the managed print strategy of Xerox UK Ltd, this role supports devices on client locations, with the use of remote monitoring software (e.g. Xerox Service Management Tools suite) and applying hardware/software fixes on the device. Customer engagement is a large element of the role, and the individual will be the face of Xerox in the activities they carry out. A Static Managed Print Technician will be assigned to one Global Document Outsourcing contract, covering either one or multiple local buildings. A mobile Managed Print Technician will support Global Document Outsourcing contracts from the field and will not be permanently assigned to a Global Document Outsourcing contract. The successful candidate will be responsible for the first level of fix on the customer location. Fixes will be achieved by either a technical solution at the device or via remote tools. The role holder will be acting as part of a team to deliver customer satisfaction through achieving contractual service levels, and may also have additional responsibilities as part of the Managed Print Contract with the client.
This role is part of a team, comprising of both Global Document Outsourcing and Customer Service Team, delivering an agreed service to the client. This role covers both Xerox and third party manufactured hardware.
Responsibilities will include, but may not be limited to:
* The resolution of issues on devices deemed technically appropriate for their skill level.
* Develop individual skill set to increase effectiveness of role in line contractual expectations.
* The ordering, delivery and replenishment of consumables for devices.
* The ordering, delivery and replenishment of paper to devices.
* The management of any local stock to support in their tasks, including parts, consumables or paper.
* When responding to a technical issue, complete all call activity on device to support in the maximising of on-going uptime.
* Manage the call and resolve issues in accordance with customers Service Level Agreement in order to manage customer relations and optimize customer satisfaction.
* Maintain showroom appearance of devices.
* Timely & appropriate escalation of technical and software problems as specified in the "escalation-procedure" in order to minimize the down-time of machines. Including the provision of a clear problem description and actions taken thus far.
* Where applicable, when on field placement, provide service activity (incl. performance enhancements, retrofits, installations and de-installations and resolve base level connectivity, networking and software issues) as directed by the job scheduler.
* Act as part of a team in delivering the service, taking the lead when necessary with customer issues.
* Act as customer interface when raising devices issues.
* Assist in the movements, additions, or deletions of hardware on site, in accordance with local procedures.
* When obsolete devices are being collected by the Logistic provider the DocuCare resource is responsible for ensuring all unused consumables relating to these devices are gathered into one location and made available for collection along with the relevant devices.
* To conduct weekly Site walk/review of all devices, with a sign off sheet to state printer is running fully with sign off
* To ensure any machine with a registered fault must have a visible note attached for user information
* Ensure each Machine has full Asset Tag/Serial Number on view for users to log calls.
* Ensure each device has a log book - and update with service details
* To communicate with SSL or IBI on a weekly basis summarising fleet issues, downtime duration (any machine not 100% working to be communicated daily). (SSL/IBI to set this up)
* To be accountable for the state of the storage area provided by Lilly, keep stock control and remove used consumables.
* To provide sufficient communications with users around MACDs & Issues (informal).
* Update pin numbers on all machines
* Take regular clone files of machines (to help bring back online devices quickly)
* Ensure Centre Ware and Site Map is kept up to date (location descriptions 100% complete at all times)