Xerox

Purpose:

The role holder 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 service manager is responsible for 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.

Scope:

• Adapts departmental plans and priorities to address resource and operational challenges
• Requires in-depth knowledge and experience
• Decisions are guided by policies, procedures and business plan; receives guidance from 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
• Communicate with customers and team in French and English (verbal and written) 
• 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 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
• 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 tools
• 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 plan for assigned service team
• Interface with 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 knowledge required to be conversant for products supported
• Drive a motor vehicle