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Summary: This intermediate-level role involves providing full support for equipment at customer sites, ensuring high uptime and optimizing customer satisfaction through skilled maintenance and troubleshooting. Highlights: 1. Provide exceptional service and resolve issues in line with customer SLAs 2. Perform full range of maintenance activities on assigned products 3. Deliver customer training on assigned products to improve end-user knowledge **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 the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client\-centric and digitally\-driven technology solutions and meet the needs of today’s global, distributed workforce. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients. At Xerox, we make work, work. Learn more about us at www.xerox.com. **Preferred Location:** Loulé, Algarve **Purpose of the Role** * The role provides full support for equipment installed at customer sites, helping to maintain the highest possible uptime for the customer. Support includes equipment operation, finishing devices, and full repair of assigned equipment. **Specific Responsibilities** * The work carried out by the role holder must comply with the Service Level Agreements (SLAs) agreed with customers. * Provide support related to the operation and maintenance of equipment assigned to the customer, including consumables management when required. **General** * This is an intermediate\-level role requiring professional experience. * The role holder has knowledge and skills developed through formal training and applies them to complete assigned work within their area of expertise. * They identify issues in straightforward situations and make sound decisions using standard procedures. * They work according to established procedures with a moderate level of supervision. **Key Responsibilities** * Provide exceptional service to our customers. Manage service calls and resolve issues in line with the customer’s Service Level Agreement (SLA), with the aim of maintaining a strong relationship and optimizing customer satisfaction. * Use senior\-level experience and specialized training in electromechanical equipment and advanced troubleshooting to carry out repairs and maintenance on equipment. * Perform the full range of maintenance activities on assigned products, including technical diagnostics, software updates, installation, removal, upgrades, and the use of remote resolution software. * Take responsibility for customer satisfaction by acting as the main point of contact and providing all maintenance, production, and supply records for assigned equipment. * Provide assistance and guidance to other team members regarding policies, procedures, and general best practices for equipment repair. * Deliver customer training on assigned products to improve end\-user knowledge of equipment functionality. * Take ownership of customer satisfaction by using appropriate customer management skills and seeking support from other areas of Xerox as needed. **Education Level** * Specialized and recognized courses in IT, Electricity, or Electronics, such as a recognized certification, diploma, or equivalent; or higher education, such as a bachelor’s degree, in Electronics or Telecommunications. * English B1: comprehension, writing, and speaking. **Skills, Knowledge, and Abilities — Minimum / Preferred** * Experience providing services in a customer environment, demonstrating excellent customer service skills. Preferred. * Previous experience as a field technician or in electrical/mechanical repairs. Preferred. * Effective interpersonal skills and behaviors, with the ability to interact with customers. * Ability to maintain and repair printing equipment or electronic, electrical, mechanical, or IT equipment. * Effective organizational skills. * Computer literacy, including Microsoft Office applications and internet navigation. * Ability to manage multiple tasks. * Ability to lift and move up to 23 kg. * Driving license. **Useful Certifications for This Role** * Successful completion of our new\-hire training and technical training courses, which will prepare you for success in the following areas: * A comprehensive understanding of our company and customer service culture. * Clear expectations regarding call volume, territory alignment, and customer satisfaction. * In\-depth knowledge of equipment and stock requirements to support your territory. * Active and correct execution of service calls independently. **Preferred Location: Loulé (Algarve)** **Purpose:** The role provides full support for equipment installed at customer sites, helping to maintain the highest possible uptime for the customer. Support includes equipment operation, finishing devices, and full repair of assigned equipment. * **Specifics:** * The work carried out by the role holder must comply with the Service Level Agreements (SLAs) agreed with customers. Provide support related to the operation and maintenance of equipment assigned to the customer, including (when required) consumables management for the equipment. * **General:** * This is an intermediate\-level role requiring professional experience. * Possesses knowledge and skills developed through formal training and applies them to complete assigned work within their area of expertise. * Identifies issues in straightforward situations and makes sound decisions using standard procedures. Works according to established procedures with a moderate level of supervision. * **Key Responsibilities:** * Provide exceptional service to our customers. Manage service calls and resolve issues in line with the customer’s Service Level Agreement (SLA), aiming to maintain a strong relationship and optimize customer satisfaction. * Use senior\-level experience and specialized training in electromechanical equipment and advanced troubleshooting to carry out repairs and maintenance on equipment. * Perform the full range of maintenance activities on assigned products, including technical diagnostics, software updates, installation, removal, upgrades, and the use of remote resolution software. * Take responsibility for customer satisfaction by acting as the main point of contact and providing all maintenance, production, and supply records for assigned equipment. * Provide assistance and guidance to other team members regarding policies, procedures, and general best practices for equipment repair. * Deliver customer training on assigned products to improve end\-user knowledge of equipment functionality. Take ownership of customer satisfaction by using appropriate customer management skills and seeking support from other areas of Xerox as needed. * **Education Level:** * Specialized and recognized courses in IT / Electricity / Electronics (e.g., recognized certification, diploma, etc.) or higher education (bachelor’s degree) in Electronics or Telecommunications. English B1: comprehension, writing, and speaking. Skills, knowledge, and abilities (Minimum): * **Skills, Knowledge, and Abilities (Minimum / Preferred):** * Experience providing services in a customer environment, demonstrating excellent customer service skills. (Preferred) * Previous experience as a field technician or in electrical/mechanical repairs. (Preferred) * Effective interpersonal skills and behaviors, with the ability to interact with customers. * Ability to maintain and repair printing equipment or electronic, electrical, mechanical, or IT equipment. * Effective organizational skills. * Computer literacy, including Microsoft Office applications and internet navigation. * Ability to manage multiple tasks. * Ability to lift and move up to 23 kg. Driver’s license. * **Useful Certifications for This Role:** * Successfully complete our new\-hire training and technical training courses, which will prepare you for success in the following areas: * A comprehensive understanding of our company and customer service culture. * Clear expectations regarding call volume, territory alignment, and customer satisfaction. * In\-depth knowledge of equipment and stock requirements to support your territory. * Active and correct execution of service calls independently. \#LI\-AI1 \#LI\-ONSITE
