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Customer Site Lead

General Information

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City

Buffalo

State/Province

New York

Country

United States

Department

DELIVERY_ACCOUNT_OPERATIONS

Date

Tuesday, October 21, 2025

Working time

Full-time

Ref#

20036516

Job Level

Individual Contributor

Job Type

Experienced

Job Field

DELIVERY_ACCOUNT_OPERATIONS

Seniority Level

Associate

Currency

USD - United States - US

Annual Base Salary Minimum

42,360

Annual Base Salary Maximum

84,720

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 (https://xerox.avature.net/en\_US/careers) , we cannot guarantee the validity of this posting. For a list of our current internal postings, please visit Xerox Careers (https://xerox.avature.net/en\_US/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 the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today’s global, distributed workforce. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients. At Xerox, we make work, work. Learn more about us at www.xerox.com .

**Purpose** :

DocuCare role is a key services delivery operations associate position. The DocuCare Associate provides services delivery support to the client by providing DocuCare level break-fix support. Objectives of position are to deliver operational excellence and customer service interface.

Key components of success include: delivering SLA achievement, client satisfaction and retention, exhibit teamwork (internally & externally), managing the account supply levels, interacts with internal leaders (sales and operations), identify additional opportunities to grow revenue and reduce costs, audit compliant with parts inventory. Supports device configuration and is accountable for maintaining device uptime.

**Scope** :

The position is an associate delivery operations role where 70% of the role is DocuCare level break-fix. Has responsibility for delivering DocuCare level break fix support to meet the service level agreement with the client. Key focal for problem resolution, timely escalation (including TS) and to ensure closed loop process.

Main Responsibilities:

Client Relationship Management

+ Serve as the primary customer contact for equipment support and service

+ Coordinate Move/Add/Change (MAC) process

+ Provide on-going end user training on equipment

Services Delivery

+ Basic device cleaning and replacement of operator accessible parts and consumables per equipment specifications.

+ DocuCare level break-fix activities account for 70% of role responsibilities (ie replacing feed rollers, adjustment procedures, fuser cleaning procedures, appropriate retrofits, etc.)

+ Provide IP address support

+ Perform basic equipment problem diagnosis

+ Point of contact for equipment removal and delivery for onsite support

+ Contact service as required (Xerox and 3rd party)

+ Utilize Xerox web-based applications as required to include Call Handling for code 90 & 91

+ Accurate call reporting on Equipment in FWSS and XSM

+ Remote Service call onsite support

+ Driving (if required for duties)

+ On site contact for remote solve resolutions requiring technical expertise

Achieve Contract Service Level Agreements/Customer Satisfaction

+ Ensure SLAs are adhered to per SOW

Financial/ Business Growth

+ Pro-actively manage consumables and supplies using the DOS calculator.

+ Maintain on-site operator replaceable parts inventory

+ Collect equipment meter information and submit for billing purposes

+ Perform Data Entry for activity and asset tracking

+ Manage and maintain on-site parts inventory using PM4

Education Requirements:

Min/Preferred

+ High School diploma or equivalent

Professional Certifications:

**Minimum** : DocuCare Product Training

**Minimum** : PC / Internet – Level 3

**Preferred** : Lean Six Sigma Yellow Belt Certification, Qwik solver or Equivalent education/experience.

**Minimum** : Network Connectivity Knowledge (Device Management, Print Queue, Print Driver Mgmt)

**Preferred** : Competitive product and network management tools as required

**Minimum** : DocuCare Product Training including successful completed of Call Handling

Candidate Background: Skills, Knowledge and Abilities:

Operational technical skills:

**Preferred** : Lift and move up to 50 pounds

**Minimum** : Read, write and follow basic English instructions

**Minimum** : Customer service and communication skills

**Preferred** : Ability to manage multiple tasks

**Minimum** : Perform duties with minimal supervision

**Minimum** : Basic Equipment problem solving and diagnosis per training provided

**Minimum** : Customer problem resolution including escalation as required

**Minimum** : Coordinate work tasks to ensure fulfillment of SOWs

**Minimum** : Track and report account information as required

**Preferred** :1-2 years relevant experience resolving customer and equipment printing issues

**Minimum** :

+ PC/Internet Level 3

+ Download and install printer drivers on end-user equipment

+ Perform printer mapping to PC as required

+ Escalate printer network issues to appropriate resource

+ Physical as well as remote device management and control

+ Device Configuration (Enter IP address, scanning templates, User access levels. Scan to File/Email, etc…)

+ Monitor/apply current software updates/patches

+ Remote solves

+ Non-Xerox device management as required

+ Perform remote device monitoring and remote solve (Xerox Device Management)

+ Identify and promote Xerox Office Solutions

Additional Role Requirements: Core Competencies

+ Intermediate Client Focus - demonstrating willingness to identify, understand and give priority to meeting the needs of the client

+ Intermediate Results Focus - the drive and determination to achieve objectives, overcoming obstacles to deliver results

+ Foundation Embracing Change - the ability to work flexibly, adapting quickly to change and responding positively to new ways of working enabling us to thrive on change and constantly improve

+ Foundation Corporate Citizenship - maintaining and promoting social, ethical and organizational values in the working environment and all business activities; placing the needs of the client and the goals of the organization above one’s own personal interests

+ Intermediate Teamwork & Collaboration - displays enthusiasm and contributes to an effective team environment; demonstrates willingness to work cooperatively with others to deliver excellent client service or to achieve a shared goal

+ Foundation Communication & Influencing - the ability to communicate clearly and effectively with a wide variety of internal and external people, formally and informally, and where necessary to gain their agreement and acceptance

Additional Role Requirements: Role Specific Competencies

+ Foundation Service Operations Expertise – ability to use process models and frameworks available within the company and externally to drive quality of service in service delivery

+ Foundation Technical Expertise – applying an in-depth technical expertise to resolve client and Xerox business issues and to address key business drivers

+ Foundation Creativity and Innovation -ability to challenge current ways of doing things (conventional practices), adapt est methods to new situations, pursue ongoing process improvements, create and evaluate new solutions and ideas.

+ Foundation Health and Safety – Creating a safe environment for employees and contractors. (Occupational Health and Safety), and for customers and visitors company facilities `

+ Foundation Learning and Development - Demonstrating desire to learn and improve our own performance and performance of others through the acquisition of skills, knowledge and learning through a variety of developmental interventions

This job description is meant as a guideline for applicants, and employees of Xerox. It is not a definitive or exhaustive description and consequently may not include all tasks or functions related to the position. This document does not create, and is not part of, an employment contract. Please note the position may change to meet the changing requirements of Xerox’s business. Employees may be assigned duties either, in addition to or instead of, those set out in this document and the position is subject to further changes at Xerox's discretion.

\#LI-MC1

\#LI-ONSITE

Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. Learn more at www.xerox.com and explore our commitment to diversity and inclusion: https://www.xerox.com/en-us/jobs/diversity People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to [email protected]. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.