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 (http://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

1. 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.

2. Key Responsibilities

· Technical Escalation Support

o Serve as the primary in-country technical escalation point for complex hardware and product related issues involving A3 and A4 printers and MFPs.

o 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.

o Own assigned technical escalations from initial assessment through resolution or formal escalation to regional or global engineering teams.

o Diagnose and resolve recurring product failures, print quality issues, paper handling problems, firmware-related issues, scanning and workflow challenges.

o Analyze service logs, error codes, diagnostic reports, and machine history to identify root causes and corrective actions.

o Review technical findings from ASPs and resellers, validate diagnosis, and recommend effective corrective actions.

o 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.

o Escalate unresolved issues to regional or global engineering teams when required and coordinate follow-up activities through closure.

o Document root-cause findings, lessons learned and recommend preventive actions for future reference and knowledge sharing.

· ASP and Reseller Technical Enablement

o Assess technical competency gaps among ASP and reseller engineers.

o Develop targeted training based on product issues, repeat failures, new product launches and field performance.

o Conduct hands-on, classroom-based and remote technical training sessions where appropriate.

o Evaluate training effectiveness through assessments, case outcomes or observed improvement.

o Maintain a reusable technical knowledge repository for common and complex issues.

· Product Support & Deployment

o Provide technical consultation for large fleet rollouts and product deployments.

o Support installation planning, device configuration, commissioning, and technical acceptance where required.

o Advise ASPs and resellers on deployment readiness, connectivity, print drivers, firmware, scanning workflows, accessories and finishing configurations.

o Identify deployment risks and recommend corrective or preventive actions.

o Provide post-deployment technical support for recurring or systemic product issues.

o Document lessons learned and recommended practices for future deployments.

· Quality and Reliability Improvement

o Identify recurring product issues and reliability trends.

o Recommend preventive actions and service improvements.

o Track field failure patterns and provide feedback to product management and engineering teams.

o Support service readiness activities for new product launches.

· Spare Parts and Service Operations Support

o Advise on spare parts stocking strategies and inventory planning.

o Recommend service kits and critical spare parts to support service delivery.

o Support warranty and cost optimization initiatives.

· Customer Engagement

o Participate in customer visits for critical escalations.

o Provide technical consultation during service review meetings.

o Support key accounts requiring advanced technical expertise.

o Work closely with Sales and Account Managers to ensure successful customer outcomes.

· Regional Support

o Regional Technical Leadership

§ Provide advanced technical leadership and escalation management support across designated APC countries.

§ Act as a regional technical subject matter expert for complex hardware, firmware, print quality, workflow and connectivity issues.

§ Promote consistent technical support processes, escalation practices, and service standards across multiple markets.

§ Support cross-country resolution of critical customer and product-related issues.

§ Support the development, standardization, and adoption of regional service processes, technical best practices, and escalation methodologies across APC countries.

o Regional Partner Enablement

§ Develop and deliver regional technical training and certification programs for service partners and channel organizations.

§ Mentor partner engineers and country technical resources to improve technical competency and self-sufficiency.

§ Support onboarding and technical readiness of newly appointed service partners across the region.

§ Share technical best practices and lessons learned across countries.

§ Support the development of technical capability roadmaps for ASPs, service partners, and channel organizations.

o Regional Service Readiness

§ Support regional product launches, service transitions, deployment projects and service readiness initiatives.

§ Assess country readiness related to technical capability, tooling, spare parts, documentation and support processes.

§ Collaborate with regional stakeholders to improve service quality and customer experience outcomes.

o Regional Knowledge Management

§ Develop and maintain regional troubleshooting guides, technical playbooks, and knowledge repositories.

§ Analyze recurring field issues and share recommendations and corrective actions across APC countries.

§ Promote knowledge sharing and continuous improvement initiatives within the regional service organization.

3. Required Qualifications

Experience supporting enterprise and government customer environments and channel-based service delivery models is highly desirable.

· Education

o Bachelor's degree or diploma in Electronics Engineering, Electrical Engineering, Computer Engineering, Information Technology or a related technical discipline. Equivalent relevant technical experience and recognized manufacturer certifications may also be considered.

· Experience

o Minimum five years of relevant experience in technical support, field service, hardware engineering, or product support, including substantial hands-on experience with enterprise laser printers and multifunction products.

o Experience diagnosing complex A3 printer/MFP issues beyond module replacement.

o Experience supporting or training field-service engineers.

o Experience working with ASPs, dealers, distributors, or channel partners.

o Ability to interpret service manuals, wiring diagrams, diagnostic procedures, and technical bulletins.

o Experience with colour print-quality diagnostics, if colour A3/MFP products are in scope.

o Experience with finishing options, feeders, paper-handling accessories, and high-volume configurations.

o Hands-on technical experience with enterprise printer and MFP products from one or more major manufacturers is preferred. Experience with Lexmark products or the ability to rapidly develop manufacturer-specific product expertise would be an advantage.

4. Technical Skills

a. Hardware

· Printer and MFP architecture and operating principles

· Mechanical and electro-mechanical systems, print engines, paper transport systems, imaging systems and finishing devices

b. Troubleshooting

· Root cause analysis

· Hardware diagnostics

· Error code interpretation

· Failure trend analysis

· Technical report writing

c. IT and Networking

· TCP/IP networking

· Windows operating systems

· Active Directory

· DNS / DHCP

· Print servers

· Scan workflows

· Driver deployment

d. Service Tools

· Diagnostic software

· Fleet management tools

· Remote support tools

· Service documentation systems

5. Soft Skills

· Strong analytical and problem-solving skills

· Excellent communication and presentation skills

· Ability to train and coach technical personnel

· Customer-focused mindset

· Strong organizational and project coordination skills

6. Preferred Qualifications

· Manufacturer technical certifications

· Managed Print Services (MPS) experience

· Experience supporting nationwide service partners

· Experience conducting technical training programs

· Experience supporting enterprise and government customers

· Thai language proficiency with business-level English communication