Xerox

Overview:

The Break Fix Management Specialist plays a critical role in ensuring timely service delivery and issue resolution related to Work Orders (WOs) and Sales Orders (SOs) within customer Service Level Agreements (SLAs). This role involves daily collaboration with internal Lexmark teams, 3rd-party service partners, and customers to resolve service exceptions, manage dispatches, and ensure data accuracy in enterprise systems. Ideal for individuals who excel in proactive coordination and customer-focused service operations.

What You’ll Do:

Service Dispatch Management
• Monitor and manage service Work Orders through internal and partner systems
• Investigate and resolve WO exceptions, ensuring BCP readiness when needed
• Communicate updates to partners, customers, and internal teams

Open Service & Sales Order Monitoring
• Track open WOs and SOs daily and execute necessary interventions to meet SLAs
• Ensure accurate documentation of service actions, delays, and status changes
• Collaborate with internal teams for technical consultation, part availability, or asset data correction

Exception Resolution
• Monitor exception reports in D365, Siebel, and FSMA; resolve debrief errors and stuck WOs
• Log unresolved issues via ServiceNow and escalate as required

SLA & Root Cause Analysis
• Code missed SLA reasons accurately using predefined categories
• Analyze and report root causes to support operational improvements

Reporting & Productivity Tracking
• Generate operational and performance reports for both WOs and SOs
• Maintain daily logs for task completion and productivity in trackers

Mailbox & Communication Management
• Respond to inbound requests via shared mailboxes within SLA (1-hour)
• Follow standardized email response procedures

Process Improvement & Documentation
• Contribute to continuous improvement projects and cost-saving initiatives
• Maintain up-to-date process documentation and support internal training

What You Need to Succeed:

Required Qualifications:
• Bachelor’s degree (4-year course)
• At least 2 years of customer service or related field experience
• Intermediate Excel skills and proficiency in MS Word, PowerPoint, Outlook
• Strong communication skills—written and verbal across global audiences
• Ability to prioritize, problem-solve, and act with urgency in high-volume environments

Preferred Attributes:
• Familiarity with D365, Siebel, and FSMA platforms
• Strong understanding of SLA compliance and dispatch coordination
• Ability to manage escalations and work collaboratively across cultures
• Analytical mindset with attention to detail and accuracy

How We Set You Up for Success:

• Structured onboarding and process training
• Access to enterprise tools and service management platforms
• Support from Operations Leads and cross-functional teams
• Opportunities to contribute to operational improvements and team culture
• Commitment to ethics, security, and continuous learning

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