Docucare Associate - San Juan, PR

Xerox Corporation; San Juan (PR); On-site; USD 30,000 - 45,000; Full time

Benefits offered by this job

Full medical/dental/vision

401k matching

Paid time off

Job summary

Xerox Corporation is seeking a Docucare Associate responsible for operational delivery of outsourcing and facilities management to end-users in San Juan, Puerto Rico. The role involves maintaining service levels and customer relationships with a strong focus on achieving client satisfaction.

Key responsibilities include preventative maintenance checks, educating clients on equipment usage, and ensuring compliance with service level agreements. Additional benefits include medical coverage, paid time off, and growth opportunities.

Qualifications

• Excellent customer service skills tailored to the client's needs.
• Ability to work independently with strong organizational skills.
• Familiarity with print production and finishing technologies.

Responsibilities

• Conduct preventative maintenance and first-level repairs.
• Educate clients on equipment usage and functions.
• Ensure service level agreements (SLA) are met and exceeded.

Skills

Customer service

Attention to detail

Microsoft Office

Problem-solving

Technical aptitude

Job description

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.

Hourly: Hourly rates for this position can be shared with you per your location, this rate will fall within the posted range.

Job Summary

Responsible for the operational, on-site delivery of outsourcing/facilities management to end-user customers. Activities involve maintaining contracted service levels resulting in customer satisfaction, maintaining customer relationships, and contract commitments delivered within cost targets. This employee works as part of the service delivery team that is aligned to one or more customers. They will have a focus on the following:

• Delivery of service that meets SLA (Service Level Agreement) and customer satisfaction
• Supporting the achievement of productivity improvements
• Contributing to service transformation and business growth and further profitable service revenue

Primary Responsibilities

• Carry out preventative maintenance checks, first level repair and escalation in accordance with agreed procedures for next level maintenance and technical support
• Promote knowledge sharing and acts as a mentor/coach
• Educate and train client groups on equipment usage and functions.
• Maintain clean and tidy devices and safe work environment
• Log of all activities including on-site parts inventory and replenishment of consumables
• Ensure SLA is achieved, and customer requirements are met and exceeded
• Commit to maintaining skill set through personal development and training.
• Support multiple accounts in Broward County and Miami-Dade County.

Skills and Qualifications

• Provide excellent customer service, anticipating the needs of the customer to align with Xerox’s business mission/objective.
• Able to work with minimal oversight, maintaining a high attention to detail and organization while demonstrating superior time management skills in accordance with Service Level Agreement and Statement of Work relevant for the customer
• Functional knowledge of a PC, including Microsoft Office and web browsing, sending and receiving emails, managing files, and performing data entry.
• Identify problems in straightforward situations and make sound decisions using standard procedures
• Eager to learn technologies surrounding print production and finishing equipment.
• Must be able to stand for long periods of time, walk, bend, and reach.

It is important that our Docucare Associate does these 4 things well:

• Maintaining intermediate knowledge of all Xerox equipment and client IT environment
• Demonstrates a proactive approach to work with initiative and drive
• Exhibits good technical and/or electrical aptitude

Additional Benefits

• Full medical/dental/vision, wellness credits, and a company contribution to a Health Savings Account and 401k matching
• Paid time off, plus holidays and personal days
• Substantial growth opportunities for future career development within a supportive and collaborative company culture