Hourly: Hourly rates for this position can be shared with you per your location, this rate will fall within the posted range.
Description & Requirements 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 . About the role:
The Document Technologist Services shall:
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 (Note: Xerox Production Equipment is tested in the field)
Perform tasks as outlined in schedule B, XPSAS
Engage 3rd level technical support for network-attached Equipment Xerox printers and MFPs) connected to the Customer network.
Technologist will have available, for approved Airbus Personnel, a mutually agreed upon process to request after hour technical support for business continuity and Airbus Major Incident Support Model, After business hours rate will be assessed and quoted as an additional cost.
Xerox On-Site Document Technologist supporting the Customer’s Output Environment must have Windows Print Administration knowledge
Windows Print Administration knowledge includes:
How to set up printers on Windows servers
How to troubleshoot basic print issues on the print server
Desktop troubleshooting knowledge on how to install and update drivers on the client workstation and servers
Maintain an inventory of Equipment within the Output Environment
Maintain inventory list on customer portal to be updated within 5 business days of change
List should include Equipment model, location, IP address, and print server where the Equipment is defined
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. as well as best practices related to print administration
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.
The Document Technologist may support On-Site Maintenance Services resources, as applicable and as time permits in the sites that they are physically responsible forNote: Customer shall provide laptop and access to Airbus network and enable remote access to the Output Environment (Customer network) for the Xerox Document Technologist Services.
Manage XWS for network
Business Critical devices, (shop floor and warehouse) initial response within 2 hours in Mobile and Grand Prairie (Airbus must supply list of the serial numbers that are designated as critical devices).
Supply replacement should be replacing one off the shelf, available for Airbus employee replacement
Managing New Devices- systems updates within 5 business days
Communication with Carrier
Update in Airbus 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 XWS
End User Training
Provided to appropriate end users within 60 days of implementation of Xerox implemented services or equipment (non Xerox equipment or services acquired on contract will be provided training from an alternative source depending on the equipment or services being implemented)
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
Provide new user training if requested
Airbus 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
Onsite Resources in Grand Prairie and Mobile will back each other up for remote services.
When an onsite resource is out, Xerox will have a backup resource to manage the break/fix and supply responsibilities.
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