Officer, Customer Liaison

Duties & Responsibilities

Knowledge of and Support of Fuji Xerox and 3rd Party print devices, service offerings and processes

• Requires good understanding of machine operation, Key operator knowledge, default settings, and host interface set-up
• Assist customers to use equipment so that they can maximise utilisation of the office devices
• Perform maintenance and repair of high-frequency service call areas on specified equipment to maximize customer uptime
• Log all activity for each machine – response time, resolution time, downtime etc related info
• Escalate service requirements to analyst or tech support as appropriate 
   

Ensure a reliable supply of parts and consumable items are on site.

• Inspect regularly supply levels and main effective On Site parts and consumables inventory order via Fuji-Xerox or third party as required
• Ensure customer and Customer Liaison/Operation Executive are aware of any deficiencies
• Provide daily service to replenish paper, toner, fuser, etc to assigned devices (as may be contracted)
• Maintain effective On Site Parts inventory appropriate to client equipment population.

Record keeping and billing support

• Provide meter readings for billing purposes, or audit for reporting.
• Provide Customer Liaison/Operations/Facility Management Executive and customer with machine statistics, service history, etc
• Log all activity for each machine 

Customer satisfaction

• Responsible for customer satisfaction with all Fuji Xerox, 3rd party equipment and services provided
• Respond to customer care calls
• Dedicated DocuCare support of copiers/duplicators/printers.
• Providing Desk Side and Help Desk Support
• Maintain positive relationships with CSD, 3rd party service providers, customers, and peers to ensure smooth implementation/ installation and operation.