As a Field service manager, I am responsible for a designated territory and a team of technicians supporting that area. My team members are also responsible to deliver outstanding client service archived both through service metrics and developing strong relationships with client contacts.Primary Responsibilities:• Provide line management direction and support to theassigned service team (span of control is approximately17).• Plan and implement work schedules to accommodate7x24, non-standard workweek, and after hours customer callouts.• Plan and implement resource training schedules tofacilitate product launch or workload shifts.• Respond to customer escalations due to servicesresponse or equipment reliability (including “after hours”escalations).• Ensure customer satisfaction with Xerox equipmentand services through effective coaching of multiple workgroups of Customer Service Reps / Engineers. by; Coach& counsel individual performance against objectives,facilitating career planning sessions, coaching andcounseling service teams with performance improvement.• Monitor and improve performance of the team in the areasof customer care techniques, equipment maintenanceprograms and retrofits, and administrative reportingresponsibilities.• Analyzes team performance for shortfalls using servicemetrics and tools (CDQS, CSR, etc).• Provide clear verbal and written communications tocustomer and service team via benchmark technology• Problem-solve business critical objectives (customersatisfaction, productivity, and expense performance) andmonitor for success.• Implement technical staffing plan for assigned serviceteam• Interface with Sales organization to achieve organizationalobjectives.• Achieves assigned revenue, expense, HR discipline, andresource utilization objectives.• Maintain technology knowledge in the areas of networkconnectivity as well as knowledge required to be conversanfor products supported

As a Field Service Technician duties are to provide repair and service support to our customers, work with analog, digital, network, and integrate business equipment. Learn the most up-to-date techniques and skills to work on Xerox productsPrimary Responsibilities:• Perform routine services to ensure equipment availabilityto client site users.• Perform equipment operation (printing, scanning, copying)to deliver finished documents as required including use offinishing devices.• Serve as the primary customer contact for providing allmaintenance, production and supply inventories of assignedequipment• Provide appropriate communication, support, and interfaceto on-site client base as to equipment status and availability.• Proactively manage consumables and suppliesreplacement as required.• Provide customer training on assigned products to improveend user knowledge of equipment functionality• Maintain appropriate communication with Managed& Technical Services personnel within assigned area ofcoverage.• Provide accurate and timely monthly reporting of activities(as required) using activity reporting software and tools.• Take responsibility for customer satisfaction through properuse of customer management skills and engaging thesupport of other Xerox personnel as required.• Develop schedules & implement preventative andcorrective maintenance services to maximize equipmentuptime and performance.