CSR III, TSR 1
Xerox Corporation
Montréal, QC
Technical Service Representative (TSR)

Location: Montreal, Quebec

POSITION CONCEPT:
The incumbent is accountable for the diagnosis and repair of equipment problems, retrofits, installations and removals of equipment within an assigned geographical area. The incumbent will perform planned activities as required. The individual will have developed and gained the necessary product knowledge, troubleshooting, customer and customer management skills through satisfactory completion of formal, classroom and on the job training programs, enabling the individual to meet the expected levels of service. The products to be supported initially will include the suite of Office or PSG Monochrome and/or color products with development to the software suites.

MAJOR RESPONSIBILITIES:
Ability to work overtime and support after hours customers when required
Ability to work on shift as required
Correct service problems within the assigned product mix
Complete the required reports and records accurately and in a timely manner
Adhere to the team and Product Call Processes
Adhere to the Product Escalation Process
Plan and install mandatory and optional retrofits
Manage and Maintain on-site Locker inventories.
Communicate effectively with customers and Xerox employees
Attend and satisfactorily complete required Xerox training programs
Attend and satisfactorily complete 3rd Party Accessary training programs
Provide customers not on service contracts, with service T&M estimates and complete approved service activities
Demonstrate proper care and maintenance of Xerox property
Represent Xerox to customers in a professional manner
Work and communicate effectively in a large workgroup.

QUALIFICATIONS:
Proven previous Technical competency on Xerox products
Ability to work unsupervised
Successful completion of Accreditation
Competency with PC repairs
Competency with various Windows Operating System Software
Competency with various Microsoft Office Products
Competency in basic Network connectivity and troubleshooting
Demonstrated competency in use of Xerox laptop applications

Candidate Background:
Minimum MS Office experience.
Minimum A detailed knowledge of IT Fundamentals (PC hardware / software, Printer languages, Operating Systems, Desktop Applications, Networking, Network protocols, etc).
Minimum A detailed knowledge of the Xerographic process, Colour Printing Theory and the various current printing technologies on the market.
Minimum A strong customer focus with a commitment towards delivering results
Minimum Ability to manage multiple tasks
Minimum Ability to use and manage multiple on-line tools and resources.
Primary Location Canada-Quebec-Montreal
Travel Yes, 50 % of the Time
Employee Status Regular