General Information

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City Ann Arbor, Novi State/Province Michigan Country United States Department TECHNICAL CUSTOMER ESCALATION Date Monday, March 10, 2025 Working time Full-time Ref# 20035315 Job Level Individual Contributor Job Type Experienced Job Field TECHNICAL CUSTOMER ESCALATION Seniority Level Associate Currency USD - United States - US Annual Base Salary Minimum 30,780 Annual Base Salary Maximum 61,560 The salary range above represents the low and high end in the local currency of Xerox’s salary range for this position and is reflected in an annualized amount. Actual salaries will vary based on factors including, but not limited to, geographic location, market competition, and/or the successful applicant’s education, experience, knowledge, skills, and abilities. The range listed is just one component of Xerox’s total compensation package for employees. Employees are also afforded a comprehensive suite of benefits, to view those details please visit Xerox Careers for your applicable country. If you are not reviewing this job posting on Xerox Careers, we cannot guarantee the validity of this posting. For a list of our current internal postings, please visit Xerox Careers.
Hourly: Hourly rates for this position can be shared with you per your location, this rate will fall within the posted range.
Description & Requirements

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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 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.

Purpose of Position: 

This is an intermediate (specialist) level technical position, contributing directly to achievement of revenue growth and customer satisfaction, providing technical support to the client and Managed Services personnel, and augmenting TS (CSE) support.Possess working technical knowledge of Office and/or Production products/systems (including Xerox and Third Party offerings installed at client sites)Actively assist Account Managers to resolve day-to-day technical issues and implement corrective actionsEstablish working relationships with Xerox groups (e.g. Solutions Managers/Consultants, Xerox Connect, Marketing Partners Group, OSG and PSG developers) and external customer’s departments (e.g. IT department) to provide 100% customer satisfactionWork closely with the TISM, Account Mgr, and Account Associates to consult, design, implement, and support hardware/software solutions required by Client Operations’ contracts As a shared resource to the Operations, the DT will deploy Document Technology and Infrastructure programs:-Integration of tools and processes (at client sites) to support Managed Services initiatives- Managed Services site architecture and infrastructure programsMentor on-site technical account associates and transfers skills that will enable the AA to perform standard, frequently occurring tasks related to product function, connectivity, and software.Manage the technical implementation and integration of low to mid-level complexity projects, or works on complex projects under the guidance of a TISM, Account Manager or other subject matter expert Essential Job Functions:
Possess broad technical knowledge: production and office solutions, networking in both the centralized as well as distributed enterprise production environments, client applications, emerging technologies, etc. Design, consult, implement, and/or manage client-related hardware/software solutions (e.g. graphics design/pre-press services, third party or unique software configurations, e-business systems administration, data/content/repository management, etc. ) Excel in the following software applications (at minimum): MS Office Suite, MS Project, page layout/design, web browser, anti-virus Detailed understanding of workflow products, ability to create specific client workflows, integration of workflow engines with Xerox products/systems to provide automated services Articulate and deliver technology and workflow training in a non-threatening, comfortable, and inviting manner Demonstrate a strong initiative to work successfully with different organizations within Xerox and the various Third Party partners

Education / Experience Required:

Bachelors Degree, or equivalent work experience, in technical field (computer related studies, systems engineering desirable) Software/Hardware/Networking Certifications Minimum Microsoft Certified Professional, MCP+Internet desirable Electronic Document and Printing Professional Certification (EDPP) desirable 3+ years computer systems/applications and project coordination experience Broad systems knowledge; including operating systems, networks, software applications, and hardware connectivity For internal candidates, working knowledge of Xerox and standard third-party offerings in at least three product families Cross-functional team participation and leadershipMeasures of Accountability:
Installs, cancels, and renewals Increasing revenue by providing additional managed services. Employee Satisfaction and peer recognition Training techniques and assessment of on-site Associate learning Post-Install and CSMS survey results

Additional Qualifications:

Maintain the utmost flexibility within job scope. Ability to interface and communicate effectively with internal and external contacts (Production, Information Systems, Administrative and Managerial) Project management experience helpful Ability to manage many details and projects with minimal guidance (trustworthy, self-starter, etc.) Develop the skills required by new technologies (Xerox and Third Party) introduced to the client’s site. Through coaching and self-initiated training, develop the capacity to progress to the (expert) level of Document Services Specialist.Benefits We Offer:Competitive compensation (base salary and uncapped commissions)  Significant financial rewards for overachievement  Comprehensive benefits offerings (including medical, dental, vision, life insurance) Retirement Plan – 401kPaid holidays, personal choice days, and paid time off A culture that offers flexibility and a healthy work life balance

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