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 today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients — no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at www.xerox.com and explore our commitment to diversity and inclusion.

Purpose:

The role holder is the first line manager responsible for customers’ satisfaction with the Xerox product or solution that is maintained by a team of Customer Service Engineers. The service manager is responsible for the asset and productivity management of the assigned team. In addition, the manager is responsible for team preparation and organization to support the launch of new products. The manager responds directly to all customer levels to ensure total satisfaction.

General:

• Adapts departmental plans and priorities to address resource and operational opportunities
• Requires in-depth knowledge and experience
• decisions are guided by policies, procedures, and business plans; employee also receives guidance from their manager
• Generally domestic accountability

Primary Responsibilities:

• Provide line management direction and support to the assigned service team
• Plan and implement work schedules as required
• Plan and implement training schedules to facilitate product launch or workload shifts
• Respond to customer escalations due to services response or equipment reliability (including “after hours” escalations)
• Ensure customer satisfaction with Xerox equipment and services through effective leadership of multiple workgroups of Customer Service Engineers
• Coach & counsel individual performance against goals , facilitating CSE career planning sessions and coaching and counseling service teams with performance improvement
• Monitor and improve performance of the team in the areas of customer care techniques, equipment maintenance programs, and retrofits, and administrative reporting responsibilities
• Analyzes team performance for shortfalls using service metrics and MIS tool
• Provide clear verbal and written communications to customer and service team via benchmark technology (PC, Internet, Nextel Radios, etc.)
• Problem-solve business-critical objectives (customer satisfaction, productivity, and expense performance) and monitor for success
• Implement technical staffing plans for the assigned service team
• Interface with the Sales organization to achieve organizational objectives
• Achieves assigned revenue, expense, HR discipline, and resource utilization objectives
• Maintain technology knowledge in the areas of network connectivity as well as the knowledge required to be conversant for products supported
• Drive a motor vehicle

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