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Xerox Depot Manager in Ashland, Virginia

Depot Manager

General information

City: Ashland

State/Province: Virginia

Country: United States

Department: Presales & Implementation

Date: Tuesday, July 20, 2021

Working time: Full-time

Ref#: 20012335

Job Level: Manager

Job Type: Experienced

Job Field: Presales & Implementation

Seniority Level: Associate

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 today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients — no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at www.xerox.com and explore ourcommitment to diversity and inclusion. (https://www.xerox.com/en-us/jobs/diversity)

DEPOT MANAGER OVERVIEW :

The role of the Technical Services Depot Supervisor is to manage the day-to-day activities of a group of 5 to 25 service technicians, generally grouped by account or geographic territory. The Depot Supervisor may discipline decisions, handle performance evaluations, and anticipate and respond to customer needs. The Depot Supervisor will work closely with all departments of Xerox IT Services to ensure an effective and cooperative relationship.

PRIMARY RESPONSIBILITIES:

  • Manage team for maximum efficiency and effectiveness thru the use of established metrics

  • Manage the day-to-day activities of a team of service technicians.

  • Develop and maintain the technical and customer service skills of the team.

  • Comply with processes and procedures and make recommendations for enhancements as needed.

  • Spend scheduled time with technicians assisting with difficult service calls, evaluating technical and customer service skills, and providing development on a regular basis.

  • Work closely with staff to ensure team meets customer SLA benchmarks.

  • Perform quarterly coaching sessions, yearly performance reviews and development plans with each service technician on the team.

  • Handle or assist with staff performance issues.

  • Ensure effective communication with internal and external customers

  • Keep management informed of all customer service challenges and risks.

  • Provide service management with timely, accurate activity and service reports.

  • Respond quickly and appropriately to all service personnel activity and/or results deviations.

  • Provide ongoing feedback from the techs and customers to the service management

  • Work effectively with other leaders to ensure overall excellence in customer service, effective resource utilization, and team environment.

  • Additional tasks as deemed necessary by manager to meet business requirements.

SKILLS/QUALIFICATIONS:

  • High school diploma/GED required, Associate or Bachelor’s degree in relevant field preferred.

  • At least three years successful experience as a service technician.

  • Demonstrated leadership skills including ability to lead work effectively, communicate effectively and provide feedback in an appropriate manner.

  • Strongly prefer experience as a team leader, senior technician, or similar role.

  • Able to interface with employees, customers, and vendors.

  • Working knowledge of test instruments and hand tools.

  • Excellent mechanical and electrical comprehension.

  • Outstanding customer service skills.

  • Excellent writing, editing, proofing, verbal, analytical and time management skills.

  • A valid Virginia driver’s license with no driving restrictions (other than for corrective lenses).

  • Experience with E-Automate ERP

  • Experience with Salesforce Service Cloud and Service Now

Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity or expression, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. Learn more at www.xerox.com and explore ourcommitment to diversity and inclusion! (https://www.xerox.com/en-us/jobs/diversity) People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to XeroxStaffingAdminCenter@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

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