Account Support Associate

Description & Requirements 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 .

Job Summary:

The Account Support Associate IV, Service Delivery Operations is responsible for supporting Managed Print Services (MPS) operations with a primary focus on MACD (Moves, Adds, Changes, Disposals) activity for Xerox devices. This role also assists with coordinating break/fix service and managing consumables to ensure optimal device performance and a high level of customer satisfaction.

Key Responsibilities:

MACD Coordination (Primary Responsibility) Manage and track all MACD activity for Xerox print devices across assigned accounts Serve as the primary point of contact for MACD-related requests Coordinate installations, relocations, and disposals with internal teams, customers, and vendors Maintain accurate device inventory and asset records Ensure timely and accurate updates within ticketing and asset management systems Work with the Client Delivery Manager to validate all billable moves are presented correctly and on time

Break/Fix Support:

Monitor service requests and ensure timely dispatch and resolution Assist with remote troubleshooting and service request resolution Coordinate with Xerox service teams and third-party vendors Track service performance against SLAs and escalate issues as needed Provide clear and consistent communication to stakeholders

Consumables Management:

Monitor supply levels and usage across managed devices Coordinate toner and consumables replenishment Proactively address potential shortages to minimize downtime

Operational Support:

Maintain documentation, reporting, and system updates related to MPS activities Identify opportunities to improve processes and service delivery Support customer communications, reporting, and service reviews

Qualifications:

Required:

2-5 years of experience in account support, service coordination, or managed services Strong organizational, time management, and multitasking skills Excellent communication and customer service abilities High attention to detail and problem-solving skills

Preferred:

Strong proficiency in Microsoft Office (especially Excel for tracking and reporting) Experience with Xerox Service Manager (XSM) and Xerox Device Manager (XDM) Experience supporting Managed Print Services (MPS) environments Familiarity with MACD processes and asset lifecycle management Experience working with ticketing or service management systems Basic understanding of office equipment, networking, or technical support Success in

This Role Looks Like:

MACD requests are completed accurately and on schedule Service issues are resolved efficiently with minimal escalation Consumables are proactively managed to avoid disruption Accurate reporting, billing, and strong communication with customers and internal teams #LI-IT1 #LI-REMOTE