• Job Description

  Req#: 47036

  General Information

  Press space or enter keys to toggle section visibility

  City

  Saint John

  State/Province

  New Brunswick

  Country

  Canada

  Department

  TECHNICAL_SERVICE_MANAGEMENT

  Date

  Friday, July 11, 2025

  Working time

  Full-time

  Ref#

  20036101

  Job Level

  Executive Manager

  Job Type

  Experienced

  Job Field

  TECHNICAL_SERVICE_MANAGEMENT

  Seniority Level

  Associate

  Currency

  CAD - Canada - CA

  Annual Base Salary Minimum

  64,260

  Annual Base Salary Maximum

  128,520

  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, that include medical, dental, life insurance, an Employee Assistance Program (EAP), Paid Time Off, holidays, disability, and retirement benefits, please visit Xerox Careers. If you are not reviewing this job posting on our Xerox Careers page, we cannot guarantee the validity of this posting. For a list of our current openings, please visit Xerox Job Search.

  Description & Requirements

  Press space or enter keys to toggle section visibility

  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 the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today’s global, distributed workforce. 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. At Xerox, we make work, work. Learn more about us at www.xerox.com .

  
  Purpose:
  • * Added to Job Family Technical Customer Services - CS in scan/refresh process
  • 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. This position's territory includes Canada's Atlantic provinces.
  
  
  Scope:
  General:
  • 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.
  
  • 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
  
  

• About the company

  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.

Notice