Documents Technologies Associate - Mobile, AL

Requirements

• Assist Customer print team to develop and document standards for network printers and multi-function printer configurations, network connectivity, and Equipment MFP services integration and implementation
• Review and approve Equipment configurations and update any applicable documentation for network Equipment printers and MFPs considered for installation by Customer
• Assist Customer application owners to troubleshoot application or mainframe printing problems utilizing network printing Equipment (printers and MFPs)
• Install, test, troubleshoot and approve the Equipment print drivers for the related network printing Equipment) in the required printing environments per Customer request
• Test all Equipment (Xerox printers and MFPs) models, print drivers, and firmware software in the Customer lab environment or designated Site
• Perform tasks as outlined in schedule B, XPSA
• Engage 3rd level technical support for network-attached Equipment Xerox printers and MFPs) connected to the Customer network
• Maintain an inventory of Equipment within the Output Environment
• Maintain inventory list on customer portal to be updated within 5 business days of change
• Monitor disengagement of Equipment or end of life for Equipment in the Output Environment and recommend alternatives
• Make recommendations on Equipment best practices, settings, print drivers, etc.
• Provide recommendations and input into best practices related to all aspects related to Equipment print drivers, Equipment settings, etc.
• Create Equipment configuration documentation based on Customer provided requirements, as mutually agreed to by the Parties
• Document Technologist Services shall conduct Equipment testing in a Customer designated site
• Manage XWS for networkBusiness Critical devices, (shop floor and warehouse) initial response within 2 hours in Mobile and Grand Prairie
• Supply replacement should be replacing one off the shelf, available for client employee replacement
• Managing New Devices- systems updates within 5 business days
• Communication with Carrier
• Update in client system in CMDB report
• Adding new device to XSM/XDM
• Removing traded device from inscope on XSM/XDM
• Removing and adding appropriate device in Xerox billing system
• Adding and removing appropriate device in XWSEnd User Training
• Provided to appropriate end users within 60 days of implementation of Xerox implemented services or equipment
• End user training on RFID and XWS use
• Any new features added to solution after initial implementation of device
• Provide training on installation of supplies
• New user training if requested
• Client to provide communication and coordination of training campaign
• Reporting during QBR presentation the following to be included:
• Initial response time from request
• Response time for critical devices
• First time fix rate
• Resolution time
• Downtime documentation of technologist including trends quarter over quarter
• Preventative calls derived from Predictive AI compared to total service calls showing trend quarter over quarter
• Percentage of call delayed due to parts not being available
• Service Escalation Rate based on service calls that needed to be escalated past the field technician
• Repeat Service Rates- showing the percentage of devices requiring a repeat service call for the same issue with in the quarter including trends quarter over quarter
• Contingency plan for PTO and Emergency absence

Benefits

• Paid Time Off
• 401k Matching
• Retirement Plan
• Visa Sponsorship
• Four Day Work Week
• Generous Parental Leave
• Tuition Reimbursement
• Relocation Assistance