Xerox

Job Summary: 

 
The Service Manager is the first line manager responsible for customer 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 in this role will be directly responsible for all escalations and ensure great customer experience is being provided on all levels.  

Primary Responsibilities: 

• Acts as the principal client contact, managing the relationship to ensure customer satisfaction. 
• Has profit and loss responsibility and overall control of planning, staffing, budgeting, managing expense priorities, and recommending and implementing changes to methods for the business unit. 
• Develops budget estimates and manages project/contract to meet revenue and cost projections 
• Determines resource allocation levels to meet project/contract commitments 
• Analyzes workflow and assignments to ensure efficient and cost-effective operations; develops/implements process and service improvements as needed 
• Reviews and resolves issues affecting Company compliance, legal requirements and client objectives 
• Partners with senior staff in developing and marketing new client programs/services as required 

Operations:

• Establishes and implements operational objectives and work plans to ensure operations' effective achievement of objectives. 
• Develops customized solutions that support systems and services and subsequently implement new projects, policies and procedures for the department(s) to meet specific goals.  
• Responsible for leadership and training client service and equipment while evaluating business unit needs  
• People management: Responsible for hiring and performance management. Coach & counsel individual performance against objectives while facilitating career growth planning sessions for performance improvement. 
• Responsible for achieving measurable results on time and on budget. 
• Prepares related reports and audits current procedures to monitor efficiency of operations. 
• Ensures that business practices are performed in accordance with Xerox Services policy, procedure and applicable federal, state, and local laws and regulations. 

Account Management:

• Oversees and manages aspects of the client engagement 
• Partners with client’s team during budget development and problem resolution 
• Maintains and enhances existing client relationships and ensures customer satisfaction 
• Analyzes client’s needs and makes recommendations of additional products/services offered by Xerox Services 
• Collaborates with senior staff in developing and marketing new client programs/services as required 
• Analyzes workflow and assignments to ensure efficient and cost-effective operations; develops/implements process and service improvements as needed 
• Provides regular updates to senior management regarding client issues, budgets, etc. 

 
 
Additional Benefits: 

• Full medical/dental/vision, wellness credits, and a company contribution to a Health Savings Account and 401k matching 
• Paid time off, plus holidays and personal days 
• Substantial growth opportunities for future career development within a supportive and collaborative company culture 

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