Documents Technologies Associate - Mobile, AL

General Information

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Description & Requirements

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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 for

Note: 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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