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 our commitment to diversity and inclusion.
The Print Center Site Lead/Print Production Supervisor is a key services delivery operations position. The Site Lead will lead the daily on-site work functions for service delivery to Lethbridge Polytechnic (LP). Objective of the position is to drive superior customer service through participation and coordination, with on-site team, of workflow and team activities to meet the contracted service levels. Role will interact with internal account team members (sales \& operations) to ensure the team supports account strategies and initiatives.
The Service Delivery Site Lead has responsibility to support the implementation of the different profitability initiatives as well as coordinate deliverables \& reporting internally and externally with the customer and account team.
This position provides guidance and management, to the on-site team, in support of their assigned tasks or activities at LP. They are the main focal point for daily customer communications and escalations.
Major Responsibilities:
- Establish and maintain high levels of Customer Satisfaction.
- Coordinates \& completes the tasks/functions of the contracted services at client location to meet requirements (billing processes, reporting, cost management, supplies mgmt., etc.).
- Coordinates employee training.
- Receive and submit 3rd Party orders to Vendors.
- Implements and supports Critical Processes such as Client Accounts Procedures Manual, (CAPM) and the Onsite Security Assessment Program (OSA).
- Communicate with day-to-day account key contacts and 3rd Party providers (service, 3rd party vendors, etc.)
- Coordinates and leads internal team meetings and attends operations staff and/or Client meetings (Quarterly Business Reviews, Monthly Business Review).
- Measures customer satisfaction through surveys or tools.
Qualifications:
- Proficient in Microsoft Office Suite (Outlook, MS Word, Excel, PowerPoint)
- Able to provide lead and guide peers and team members (i.e., work well with others)
- Problem resolution and escalation management skills.
- Excellent verbal and written business communications.
- Able to lift and move up to 50 pounds.
- Able to work with cross-functional teams.
- Able to work with minimal supervision.
- Ability to handle multiple tasks, organize, and work to scheduled delivery of output.
- Experienced in coordinating workflows within high volume print production
- Able to provide leadership and support for accounts assigned while displaying a positive attitude.
- Experience in a Customer Service environment an asset.
This job description is meant as a guideline for applicants, and employees of Xerox. It is not a definitive or exhaustive description and consequently may not include all tasks or functions related to the position. This document does not create, and is not part of, an employment contract. Please note the position may change to meet the changing requirements of Xerox's business. Employees may be assigned duties either, in addition to or instead of, those set out in this document and the position is subject to further changes at Xerox's discretion.
