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Technical Service Manager

General Information

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City

Bloomington, Carmel, Indianapolis, Kokomo

State/Province

Indiana

Country

United States

Department

TECHNICALSERVICEMANAGEMENT

Date

Monday, February 3, 2025

Working time

Full-time

Ref#

20035035

Job Level

Executive Manager

Job Type

Experienced

Job Field

TECHNICALSERVICEMANAGEMENT

Seniority Level

Associate

Currency

USD - United States - US

Annual Base Salary Minimum

75,420

Annual Base Salary Maximum

150,840

The salary range above represents the low and high end in the local currency of Xerox’s salary range for this position and is reflected in an annualized amount. Actual salaries will vary based on factors including, but not limited to, geographic location, market competition, and/or the successful applicant’s education, experience, knowledge, skills, and abilities. The range listed is just one component of Xerox’s total compensation package for employees. Employees are also afforded a comprehensive suite of benefits, to view those details please visit Xerox Careers for your applicable country. If you are not reviewing this job posting on Xerox Careers (https://xerox.avature.net/en_US/careers) , we cannot guarantee the validity of this posting. For a list of our current internal postings, please visit Xerox Careers (https://xerox.avature.net/en_US/careers) .

Description & Requirements

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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. (https://www.xerox.com/en-us/jobs/diversity)

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

#LI-MC1

Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. Learn more at www.xerox.com and explore our commitment to diversity and inclusion: https://www.xerox.com/en-us/jobs/diversity People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to XeroxStaffingAdminCenter@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.