Technical Services Manager

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.

Description:

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

General:

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  Adapts departmental plans and priorities to address resource and operational challenges

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  Requires in-depth knowledge and experience

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  Decisions are guided by policies, procedures and business plan; receives guidance from manager

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  Generally domestic accountability

• Provide line management direction and support to the assigned service team.

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  Plan and implement work schedules as required.

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  Plan and implement training schedules to facilitate product launch or workload shifts.

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  Respond to customer escalations due to services response or equipment reliability (including “after hours” escalations).

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  Ensure customer satisfaction with Xerox equipment and services through effective coaching of multiple work groups of Customer Service Engineers. by; Coach & counsel individual performance against objectives, facilitating CSE career planning sessions and coaching and counseling service teams with performance improvement.

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  Monitor and improve performance of the team in the areas of customer care techniques, equipment maintenance programs and retrofits, and administrative reporting responsibilities.

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  Analyzes team performance for shortfalls using service metrics and MIS tools
  

• Provide clear verbal and written communications to customer and service team via benchmark technology (PC, Internet, Nextel Radios, etc.)

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  Problem-solve business critical objectives (customer satisfaction, productivity, and expense performance) and monitor for success.

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  Implement technical staffing plan for assigned service team

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  Interface with Sales organization to achieve organizational objectives.

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  Achieves assigned revenue, expense, HR discipline, and resource utilization objectives.

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  Maintain technology knowledge in the areas of network connectivity as well as knowledge required to be conversant for products supported

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  Drive a motor vehicle

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