WW Product Support 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.

Be the first line “go to" expert for a wide variety of questions concerning product attributes, features, advantages and benefits. Directs incoming inquiries to appropriate “answer groups" with respect to technical support, field service, solutions deployment and maintenance.

KEY ROLES & RESPONSIBILITIES / KEY JOB FUNCTIONS:

• Assists Sales Support Teams, country PMMs, BDMs, in product technicalities (Hardware & Solutions):

• • Responds to product related questions
  • Assists in tenders, RFPs (Request for Proposal)
  • Makes product recommendation to specific customer needs
  • Creates and analyzes product comparisons
  • Gathers product certificates (Environmental, Security, Network, etc.); ensures the certificates are up to date
  • Provides Hardware & Solutions compatibility

• Manages SPR (Special Product Request) - specific to NA, EMEA

• Provides sanity check on SPR requirements

• Submits non-technical SPRs in ServiceNow (on behalf of account managers)

• Facilitates Product Trainings

• Prepares Marketing Bulletins for distribution - Withdrawal Letters (HW, supplies, software, solutions) - (currently for AP, EMEA, Americas)

• Prepares Marketing Bulletins for distribution - (NA) Announcement/Price "corrections" (HW, supplies, software, solutions)

• Prepares Non-Disclosure Agreements (NDA) - legal documents with unique numbers (customer based) - this is requested by the sales team

• Facilitates and process product disclosure requests in ServiceNow (for NA) - approved and assigned to PMM. Also provide secure PDFs for disclosure presentations.

COMPETENCIES, SKILLS, KNOWLEDGE & ABILITIES:

• Bachelor's degree or higher from an accredited college or university
• Minimum 3 years experience working in a business environment
• Proficient in Microsoft Excel, including the ability to create formulas and automation in Excel.
• Ability to effectively communicate in standard business English.
• Has strong printer (hardware) product knowledge
• Has attention to details Strong background utilizing Office Systems- - Spreadsheet (intermediate to expert)
• Excellent presentation and problem-solving skills.
• Strong program management and organizational skills