Technical Services Manager - Syracuse, NY
Xerox
General Information City Rochester, Syracuse State/Province New York Country United States Department TECHNICAL_SERVICE_MANAGEMENT Date Tuesday, July 22, 2025 Working time Full-time Ref# 20036153 Job Level Executive Manager Job Type Experienced Job Field TECHNICAL_SERVICE_MANAGEMENT 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, we cannot guarantee the validity of this posting. For a list of our current internal postings, please visit Xerox Careers.
Description & Requirements 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 .
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.
Scope:
Adapts departmental plans and priorities to address resource and operational challengesRequires in-depth knowledge and experienceDecisions are guided by policies, procedures and business plan; receives guidance from managerGenerally 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 toolsProvide 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 teamInterface 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 supportedDrive a motor vehicle
Education and Experience: Bachelor’s degree or equivalent in Business or a related fieldMinimum 8-10 years managing within a large organization. Strong background and skills in IT a plus.Recent P&L management experience or related experience is required.Direct experience and knowledge in management and oversight of large projects. Proficiency with Adobe Suite (Acrobat Pro, Basic InDesign) Intermediate or better proficiency with MS Office Suite Basic network architecture and design configurationsCopier industry experience at a senior level is a plus.Up to 50% travel.Must be able to travel by plane and automobile.
Description & Requirements 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 .
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.
Scope:
Adapts departmental plans and priorities to address resource and operational challengesRequires in-depth knowledge and experienceDecisions are guided by policies, procedures and business plan; receives guidance from managerGenerally 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 toolsProvide 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 teamInterface 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 supportedDrive a motor vehicle
Education and Experience: Bachelor’s degree or equivalent in Business or a related fieldMinimum 8-10 years managing within a large organization. Strong background and skills in IT a plus.Recent P&L management experience or related experience is required.Direct experience and knowledge in management and oversight of large projects. Proficiency with Adobe Suite (Acrobat Pro, Basic InDesign) Intermediate or better proficiency with MS Office Suite Basic network architecture and design configurationsCopier industry experience at a senior level is a plus.Up to 50% travel.Must be able to travel by plane and automobile.
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