Technical Service Operations Manager

Works onsite in Westerville, Ohio at a Xerox Corporate Customer location supporting the customers’ day-to-day printer fleet environment needs. Works closely with customer’s end user community, customer IT, and Xerox resources to execute upon customer expectations. Position is Customer’s first point of contact for all Xerox inquiries or escalations. Works closely with the Xerox Operations management team and Xerox customers to support the day-to-day activities and support needs of customers.

ROLES AND RESPONSIBILITIES: This role specifically encompasses the following duties:

Responsible for all first level customer escalations - must be able to respond to and manage through resolution.

Manage all printer issues internally and externally (incl. Service calls, installations, etc.) and escalation issues as needed.

Manage Client Services relationship and escalate issues as needed.

Manage Configurations of Printers, Printer Software, Cloud Fleet Manager, Print Release Settings, and related services.

Creates Change Requests for System upgrades

Installs firmware and Configuration files onto the fleet of printers.

Interface with Technical Operations to resolve issues.

Interface with Technicians to assist with contacts and software loads

Coordinate all new printer installs.

Provide all necessary documentation and information to Manager as needed

Device inventory collection and analysis - identify current assets at each customer location.

Place manual orders for supplies as needed or as desired by customer.

Monitor inventory of printers, scanners, ports and supplies and work with customer to keep devices reporting in through Xerox remote tools.

Monitor device utilization within customer environment.

Management of device Installs, Moves, Adds and Changes (IMAC)

Work closely with customer for moves and remodels and make recommendations based on printer utilization and optimization.

Conduct Train the Trainer and End User Training as necessary.

Manage cartridge recycling program.

Maintain end-user relationship to assure high level of customer satisfaction.

This role is NOT a People Manager role, but a Process driven role.

Must possess high customer service skills.

Individual must demonstrate clear business maturity, in appearance, focus, poise and alertness.

Self-motivated and comfortable working alone within a customer environment dealing day to day with customer end users.

Comfortable working with limited direct supervision.

Outgoing individual and well organized.

Demonstrated ability to perform in a highly multi-tasking environment.

Capable of moving equipment weighing up to 60 pounds.

Able to work effectively and cooperatively with customers, remote team members and managers.

Demonstrated understanding of the diversity of individuals they will work with and how they resolve conflict created by individual differences.

Experience in interfacing with Customers and resolving customer problems.

Demonstrated ability to a systematic approach to problem solving through analysis of the problem and evaluation of alternative solutions.

Ability to analyze data sets to provide reporting or analyze issues and opportunities.

Associate degree or equivalent experience preferred.

Working knowledge of printer hardware, maintenance, network management, and output analysis.

Advanced MS Excel Skills (Vlookup / Pivots / Formulas)

Demonstrated ability to keep abreast of technology associated with computer and print environments.

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