Technical Support Vendor Manager

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
• Ensure Remote Support Team in the Region (Internal teams and Service Provider ) meet business RCA targets with appropriate skills and experience to deliver high quality, cost effective solutions in support of the Remote Strategy (KPI : Delivery of Remote Support SL and KPI's)

• Review and Approve Break Fix processes and activities of Remote Support Team in the region to ensure cost/benefit realization. (KPI: Quality processes of service performance)

• Utilizes skills, technology and knowledge to rapidly address and resolve issues in the support processes for Remote Support Strategy

• Work closely with Global teams to support Remote Support strategy Global alignment and delivery and implementation of global projects/programmes

• Responsible for ensuring the technical competence of Remote Support team in the Region (Internal teams and Service Provider ) to deliver RCA targets

• Drives continuous improvement across Remote Support team in the Region Key objectives. Partners with areas of the business to improve performance and deliver best in class customer service

• Contributing to service transformation by supporting Global Initiatives to support Global Remote Strategy
  

Scope:
Specific:

• This role has strong people influencing responsibilities but no direct people management.

• External relationships include service providers and consultants

• The delivery of services is achieved through a combination of internal Xerox teams and external service partners.

• The role holder supports global alignment to drive the Global Remote Support Strategy

• The role holder is responsible for continually striving to ensure service levels are met, and to work in partnership with the Regional and Global teams to drive improvements and communicate performance levels.
  

Primary Responsibilities:

• Achieve Remote Support Performance - Internal Teams (KPI: RCA performance and associated KPI's)

• Achieve Remote Support Performance - Service Provider (KPI: RCA performance and associated KPI's)

• Closely partner with other geographies to ensure a cohesive alignment and partnership for management of known issues or upcoming changes.

• Engage Regional Teams & stakeholders to ensure alignment and ensure support of Remote Support Strategy

• Work with the operational technical resources to ensure the RCA targets per offering are met, with the needed level of quality to reduce RRCA, recalls or engineer calls, spares, CRU etc

• Support and act as point of escalation for internal customer queries and team members when related with Break Fix service

• Ensures compliance with procedures, quality controls and tools and drives process improvements