Customer Service Engineer (CSE) - Level 2

Xerox (NYSE: XRX) is helping change the way the world works. By applying our expertise in imaging, business process, analytics, automation and user-centric insights, we engineer the flow of work to provide greater productivity, efficiency and personalization.

Dynamic individual with great interpersonal skills who is able to work in customer-focused environment where technical and administrative (case management, customer correspondence, process documentation, etc.) skills are applied. Xerox views its customer relationships as vital to the organization and demands a high level of professionalism from its Customer Service Engineer (CSE) personnel.

* Professionally represent Xerox as responsive, reliable and customer – oriented. * Perform full range of on-site maintenance and repairs in a 24/7 High Volume Production environment including; technical diagnostics, break/fix, software loads, installation, removal, retrofit and customer call assistance. * Manages, company assets and customer relationships, along with maintaining a high level of customer satisfaction. * Interfaces with senior level decision-makers within the customer account to apply retention strategies * Execute proper call handling procedures while maintaining the call per day average * Successful Completion of training and effective servicing of assigned products. * Coordinate problem resolution with Engineering, Customer Service and other Departments to expedite resolve. * Utilize technology * Demonstrate measurable progress in technical abilities, troubleshooting techniques and productivity * Proactively plan activity and manage service coverage to maximize personal and team performance. * Must follow the policies and procedures set forth by Xerox

* 1 to 3 years’ experience related to technical / repair * Associate Degree / College Diploma / Cegep / A Levels * Working knowledge of computer / network problems * Must possess electrical / mechanical skills * Ability to use appropriate technology for position ( i.e. handheld device, laptop) * Must have excellent time management skills and be capable of prioritizing activities and schedule to obtain effective results * Ability to work independently at a customer site * Possess a valid driver’s license (license may not include restrictions related to a DWI/DUI conviction) and a satisfactory driving record as determined by Xerox (note that all individuals whose job responsibilities may include driving are subject to periodic motor vehicle records checks). * Strong verbal and written communication skills. * Must be able to support shift coverage. * Strong communication and customer relations skills * Well organized; ability to prioritize work, with attention to detail * Must be accustomed to managing multiple issues simultaneously while maintaining the integrity of each engagement. * Must possess exceptional problem solving, critical thinking and analytical skills to troubleshoot and resolve product issues and challenges. * Strong teamwork and interpersonal skills * Must be able to demonstrate a customer and team focused attitude and perspective * Mature and self-confident, ability to work successfully unsupervised * Ability to work independently in High pressure situations * Successful competition of Xerox Aptitude Battery is a requirement to be considered.