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- Tasks: Manage customer operations and deliver top-notch support for our clients.
- Company: Join Xerox, a leader in workplace technology with over 100 years of innovation.
- Benefits: Enjoy competitive pay, flexible work options, and opportunities for growth.
- Why this job: Be part of a dynamic team that enhances client satisfaction and drives success.
- Qualifications: Experience in project management and strong communication skills are essential.
- Other info: Great chance to develop your career in a supportive and diverse environment.
The predicted salary is between 36000 - 60000 £ per year.
About Xerox Holdings Corporation. At Xerox, we make work, work! For more than 100 years, Xerox has continually redefined the workplace experience. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients and within our culture. Learn more at www.xerox.com and explore our commitment to diversity, inclusion and belonging.
JOB SUMMARY: Reporting to the Customer Operations Manager, this customer-supporting role is responsible for managing and executing contracted Managed Services as defined by Client Statement of Work (SOW). The Site Operations Manager (SOM) works closely with the customer operations manager, customer contacts, third-party partners, and Lexmark resources to execute defined services. Duties include day-to-day service delivery execution, escalation management, generating reports, and providing input and recommendations for enhancing Client satisfaction. The role is accountable for supporting implementation activities and post-implementation services to meet Client and Lexmark targets. It is also responsible for building a high-trust relationship with multiple levels within the Client environment and working in partnership with the Client, becoming a credible advisor. Expected to consistently demonstrate and represent the Lexmark brand according to our mission and guiding principles.
ROLES AND RESPONSIBILITIES
- Act as an additional escalation point for technical issues.
- Manage the incident management process, escalating problems to the appropriate Lexmark support level.
- Oversee call flow management of service tickets, including proactive raising of break-fix incidents.
- Ensure effective communication and resolution of tickets through coordination with Lexmark support units, offshore teams, and service partners.
- Manage all customer-facing communications related to ticket handling.
Service Operations & Customer Support
- Provide end-user support via telephone, email, or instant messaging.
- Manage and administer all device movements, changes, and configurations within the customer’s estate.
- Oversee consumables management and replenishment across the customer’s fleet.
- Deliver ongoing training to the customer on managed devices and solutions.
- Support the Lexmark Site Operations Manager with continuous communication on operational issues.
- Provide reports and attend customer/operational meetings as required.
Service & Process Improvement
- Work with Lexmark and the customer to identify and implement operational, process, or service improvements.
- Recommend and implement solutions to improve productivity, increase efficiencies, and reduce costs.
- Seek opportunities to increase automation and reduce the need for manual intervention and escalations.
- Develop and maintain the Operations Manual, including implementation procedures and escalation processes.
- Ensure alignment with the customer’s technical architecture and provide input on emerging technologies and future opportunities.
Governance & Oversight
- Coordinate with Lexmark service partners where direct service is not offered.
- Ensure continuity of service through coordination with offshore teams.
- Monitor service delivery across the customer’s estate to maintain service levels and reputation.
- Identify training requirements and coordinate delivery with Lexmark resources to benefit both customer and Lexmark.
EXPERIENCE AND BACKGROUND WORK HISTORY
- Experience with managing multiple complex projects; preferably with multi-disciplined teams.
- Significant experience interacting with and presenting to industry-leading customers.
- Experience with application deployment using remote technologies.
- Strong technical background with a minimum of five (5) years Systems experience.
- IT Service Management (ITSM) systems.
- Print Management solutions.
- Microsoft.
TECHNICAL COMPETENCE
- Knowledge of industry standard cost recovery systems and document management systems.
- Knowledge of Microsoft Applications, Web Applications, and Print Driver architecture.
- Knowledge of networks, routers, switches, servers, and common operating systems.
- The ability to interact in a team environment and be transparent in the changing nature of the customer workplace whilst maintaining a positive focus towards customer satisfaction.
- Experience with Remedy, ServiceNow or other IT Service Management (ITSM) Systems.
PERSONAL CHARACTERISTICS
- Individual must demonstrate a high level of business maturity, in appearance, focus, poise, and alertness; ability to get along well with diverse personalities—mature—flexible.
- High energy level, comfortable performing multifaceted projects in conjunction with normal activities.
- Strong analytical and reasoning abilities.
- Mindset that enables solving complex problems in a fast-paced environment while delivering on service promises.
- Able to develop and adapt business processes after evaluating multiple solutions.
EDUCATION
- BA/BS degree in Business, Science or equivalent experience.
SVCS CUSTOMER OPS 1 employer: Xerox Corporation
Contact Detail:
Xerox Corporation Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land SVCS CUSTOMER OPS 1
✨Tip Number 1
Networking is key! Reach out to current or former employees at Xerox through LinkedIn or other platforms. A friendly chat can give us insider info on the company culture and maybe even a referral!
✨Tip Number 2
Prepare for the interview by researching common questions related to customer operations and service management. We should also think about how our past experiences align with the role's responsibilities—this will help us stand out!
✨Tip Number 3
Showcase our problem-solving skills during the interview. Think of specific examples where we’ve improved processes or resolved issues in previous roles. This will demonstrate our ability to enhance client satisfaction, which is crucial for this position.
✨Tip Number 4
Don’t forget to follow up after the interview! A quick thank-you email reiterating our interest in the role and highlighting a key point from the conversation can keep us fresh in their minds. Plus, it shows we’re genuinely interested!
We think you need these skills to ace SVCS CUSTOMER OPS 1
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the job description. Highlight your experience with customer operations and any relevant technical skills. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the role and how your background aligns with our mission at Xerox. Keep it engaging and personal, just like a chat with a friend.
Showcase Your Problem-Solving Skills: In your application, don’t forget to mention specific examples where you've tackled complex issues or improved processes. We love seeing how you’ve made a difference in previous roles!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s super easy and ensures your application gets to the right people. Plus, we can’t wait to see what you bring to the table!
How to prepare for a job interview at Xerox Corporation
✨Know Your Stuff
Make sure you brush up on your knowledge of IT Service Management systems and print management solutions. Familiarise yourself with the specific technologies mentioned in the job description, like Remedy or ServiceNow, so you can confidently discuss your experience and how it relates to the role.
✨Showcase Your Communication Skills
Since this role involves a lot of customer interaction, practice articulating your thoughts clearly and concisely. Prepare examples of how you've effectively communicated with clients or managed escalations in the past. This will demonstrate your ability to build high-trust relationships, which is key for success at Xerox.
✨Be Ready to Problem-Solve
Expect to be asked about how you handle complex issues. Think of specific instances where you identified operational improvements or resolved technical problems. Highlight your analytical skills and your approach to finding solutions, as this will show that you can thrive in a fast-paced environment.
✨Demonstrate Your Team Spirit
This position requires collaboration with various teams, so be prepared to discuss your experience working in multi-disciplined teams. Share examples of how you've contributed to team success and adapted to changing circumstances while maintaining a positive focus on customer satisfaction.