Docucare Associate - Joint Base Andrews, MD

Xerox • Camp Springs, MD

173d

About The Position

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. The Docucare Rep consults with clients on printer issues they are experiencing and provide the most efficient way to resolve any problems/issues with the device. At USAF the DCA will perform the following tasks: Respond to any tickets, emails, or received phone calls by clients within 30 min. Respond to Xerox HD tickets using the Yes/No Technology. Ensure SLAs per PWS are consistently met monthly. Escalate unresolved calls to the HD in a timely manner for 2nd level support. Resolve all requests in a timely matter. Add/Remove/Update printers to the contract following the MACD Process. Educate clients on a need-to-know basis. Remove hard drives as required. Track and labeling of assets. Collect meter reads for Xerox in scope devices. Serve as primary point of contact for all equipment, support and service. Order supplies through the Xerox Help Desk. Place service call for Xerox Devices when needed. Check for incoming supplies for devices at the USAF Warehouse and deliver as appropriate. Travel as needed. Notify Xerox Onsite SDM via email when you arrive at work and when you close for the day.