Traditional Services Specialist

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

Traditional Services Warranty Specialist

The Traditional Services Warranty Specialist is in close collaboration with different partners both internally and externally. They will receive purchase orders from end users or channel, Global Order Form from customers, requests from Call Center Agents and mails from customers accepting quotes.

The Warranty Specialist is responsible for the following topics:

• ensuring registration and billing of service contracts in the system for a specific area (geography, customers, contract types…)
• registering extended warranties purchased by customers
• investigate and solve cases related to Warranty Disputes
• receive and validate per call quote acceptances returned by the customers and generate per call billing once the printer is repaired
• performing regular database cleaning tasks
• review and validate the audit reports edited by the system

They may also be involved in cross-organization projects in EMEA or at country level in order to improve processes or develop new projects.

ROLES, RESPONSIBILITIES AND AUTHORITY

• Analyze and validate completeness and accuracy of information (PN, SN, pricing…)
• Communicate with the customer (mail) if information is incomplete
• Communicate with Lexmark country entities about specific issues and cash collection tasks
• Verify / Create assets, enter their entitlement and pricing
• Validate data to enable billing in SAP
• Update Agreements & Service Requests
• Document cases in the system and release Service Requests within defined SLA’s
• Initiate service execution
• Handle POs and the issues/questions around them
• Run duplication reports and clean database

EDUCATION & EXPERIENCE

• Graduate BA/BS degree is required
• 2-3 years of experience in services, post-sales activities, contract administration or order management is an advantage