Sr. Service Engineer

The role is responsible for leading and executing complex maintenance activities for a wide range of Xerox products, ensuring that all corrective and preventive actions meet the company’s highest technical and quality standards. This position plays a critical part in delivering advanced after‑sales support solutions, maintaining optimal equipment performance, and ensuring a superior customer experience.

As the primary technical escalation point for Field Service Engineers, the role provides expert-level guidance, mentoring, and hands‑on assistance in resolving sophisticated service challenges. This includes diagnosing and troubleshooting complex electronic, mechanical, and software-related issues using advanced diagnostic tools, specialized instruments, and system-specific software.

The job requires comprehensive knowledge of Xerox products, including the installation, configuration, testing, and repair of multifunction printers, production devices, and associated technologies. The individual must be proficient in interpreting detailed schematics, service manuals, and technical documentation to determine appropriate procedures for installations, upgrades, and major repairs.

A key responsibility is delivering specialized training to customers, junior technicians, and internal teams. This includes demonstrating system functionalities, providing operational best practices, and coaching users on preventive measures to reduce recurring malfunctions.
The role also collaborates closely with technical support supervisors and engineering teams to analyze unusual service incidents, report critical failures, and implement effective solutions to enhance overall product reliability.

To support operational transparency, the position requires preparing detailed service reports, documenting diagnostics, repair procedures, parts used, and cost estimates for out‑of‑contract units. Additionally, the role contributes to sales support activities by advising customers on suitable service agreements and assisting in promoting extended service contracts that align with their operational needs.

Ultimately, the position contributes strategically by providing management with insights on customer satisfaction, product performance trends, and recommendations for product or process improvements. This ensures continuous enhancement of service quality, system performance, and customer trust in Xerox solutions.

Responsible for leading complex maintenance and technical support for Xerox products, serving as the escalation expert for field engineers. Installs, configures, and repairs equipment, diagnoses advanced issues, delivers training, and provides detailed service reports while supporting customer satisfaction and service contract sales.