Hardware 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.

Job Description

Hardware Specialist, Thailand & APC

Provide advanced in-country technical leadership, escalation support, and partner enablement for A3 and A4 printers and MFPs across Thailand, while progressively supporting service capability development and technical readiness across the APC region.

Employment Arrangement

This is a permanent, full-time position directly employed by Xerox-Lexmark in Thailand. Xerox-Lexmark will be responsible for the employee’s payroll, benefits, employment contract, statutory compliance, human resources administration, and other employment-related matters in accordance with applicable company policies and local requirements.

Day-to-day work direction, technical priorities, performance expectations, and operational assignments will be managed by the Xerox/Lexmark Service Delivery organization.

Employment Type: Permanent, full-time

Location: Thailand. Candidate should be based in Bangkok or Greater Bangkok area

Travel Requirement: Travel within Thailand and across the APC region as business needs require

Position Summary

We are seeking an experienced Hardware Specialist to provide advanced technical support for A3 and A4 printers and multifunction products (MFPs) across Thailand.

The successful candidate will serve as the primary in-country technical escalation resource for Authorized Service Providers (ASPs), channel partners, and resellers, providing expert guidance on hardware diagnostics, troubleshooting, repair procedures, product deployment, service readiness, and best practices.

The initial focus of this role is to strengthen technical capability, service readiness and partner competence across Thailand through advanced technical escalation support, coaching and enablement activities.

As service capability matures, the role will progressively assume broader APC responsibilities, providing cross-country technical leadership, partner enablement, escalation management, service readiness support and knowledge-sharing initiatives based on business priorities.

This role is focused on advanced technical problem solving, root cause analysis, partner enablement, and escalation management to improve service quality, operational efficiency, and customer satisfaction. The position is not intended to replace routine first-level diagnosis, onsite repair, or preventive maintenance activities performed by appointed service partners.

The ideal candidate will possess extensive hands-on experience with laser printers and MFPs, strong analytical and troubleshooting capabilities, and the ability to train and mentor service engineers and partners. Willingness to travel within Thailand and across the Asia Pacific Central region as business needs require is expected.

This role is intended to establish and strengthen technical service capability in Thailand while building a scalable regional technical support model that can be leveraged across APC markets. The position serves as a technical center of excellence for partner enablement, escalation management, and service readiness activities.

Key Responsibilities

• Technical Escalation Support
• Serve as the primary in-country technical escalation point for complex hardware and product related issues involving A3 and A4 printers and MFPs.
• Provide advanced diagnostic guidance and escalation support to ASPs, resellers and internal stakeholders while ensuring routine break/fix and preventive maintenance activities remain the responsibility of appointed service partners.
• Own assigned technical escalations from initial assessment through resolution or formal escalation to regional or global engineering teams.
• Diagnose and resolve recurring product failures, print quality issues, paper handling problems, firmware-related issues, scanning and workflow challenges.
• Analyze service logs, error codes, diagnostic reports, and machine history to identify root causes and corrective actions.
• Review technical findings from ASPs and resellers, validate diagnosis, and recommend effective corrective actions.
• Collect and document diagnostic evidence, including logs, machine history, error codes, print samples, configuration settings, and repair history to support issue resolution and escalation activities.
• Escalate unresolved issues to regional or global engineering teams when required and coordinate follow-up activities through closure.
• Document root-cause findings, lessons learned and recommend preventive actions for future reference and knowledge sharing.
• ASP and Reseller Technical Enablement
• Assess technical competency gaps among ASP and reseller engineers.
• Develop targeted training based on product issues, repeat failures, new product launches and field performance.
• Conduct hands-on, classroom-based and remote technical training sessions where appropriate.
• Evaluate training effectiveness through assessments, case outcomes or observed improvement.
• Maintain a reusable technical knowledge repository for common and complex issues.
• Product Support & Deployment
• Provide technical consultation for large fleet rollouts and product deployment