Xerox

JOB FUNCTION

The Work Order Management Specialist is responsible for monitoring and performing necessary interventions on break-fix Work Orders (WOs) to ensure compliance with contracted customer Service Level Agreements (SLAs).

This role ensures that service partners adhere to Lexmark/Xerox’s business requirements and manages cases, work order exceptions, and sales order exceptions. The position supports both internal and external stakeholders across EMEA.

The individual reports directly to the Manager and collaborates closely with internal and external teams to ensure timely and accurate resolution of WO exceptions and successful onsite job completion.

KEY RESPONSIBILITIES

Service Dispatch Management

• Proactively monitor Work Orders to ensure smooth flow from Lexmark/Xerox systems to Service Partner systems.
• Communicate internally and externally to prevent delays.
• Investigate WO exceptions or fallouts and escalate to Key User when necessary.

Open Service Action Management

• Monitor all open WOs and execute interventions to meet SLAs or prevent further delays.
• Document reasons for SLA misses, status updates, and actions taken in the system.

Missed SLA Reason Coding

• Ensure accurate SLA reason coding for precise customer SLA reporting.

Work Order / Sales Order Exception Management

• Monitor queues for WOs with service coverage issues; verify and correct warranty agreements.
• Monitor dispatch and debrief queues.
• Review sales order exceptions, verify issues, log cases, create manual sales orders, and cancel erroneous orders.

Mailbox Management

• Respond to emails within SLA.
• Update operational trackers accurately for monitoring and reporting purposes.

Process Documentation & Improvement

• Maintain updated process documentation with regular reviews.
• Identify and implement process improvements to enhance efficiency and reduce costs.

Perform other tasks as directed by management, including those related to Work Order – Direct and Indirect Management. Complete all company-mandated online courses and training.

EDUCATION & EXPERIENCE

• Bachelor’s degree required.
• Minimum 2 years of relevant work experience.

SKILLS & COMPETENCIES

• Proficient in English; fluent in German. Preferred: Italian and/or Spanish.
• Strong customer focus.
• Excellent problem-solving and reasoning ability.
• Proactive and able to work independently.
• Effective collaboration and coordination skills.
• Proficient in MS Office applications.