Job Description

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 and explore our

Overview:

The primary objective of the RCA SME is to enable the success of Client Experience through the upskilling of agents and desks (XBS, Suppliers, Xerox desks globally). Provide the core competencies needed to achieve required business results and program deliverables. In this critical role, RCA SMEs are accountable to develop and deliver curriculums/activities designed to enhance DSE skill sets which are directly tied to results. This includes major topics such as process, Xerox and Non-Xerox products, software, and approach knowledge through knowledge transfer at all levels of the business utilizing adult learning principles, coaching and best practice sharing. This forward thinking, approachable leader would always be looking ahead, anticipating what the operations will need to be successful. They will be driven by continuous improvement, assessing the overall business results for optimization and opportunities to improve the DSE & customer experience, remote solutions, and will bring their recommendations forward supported by fact. The RCA SMEs will work closely with Operations and Global partners to ensure our DSEs have the skills and support required to achieve KPIs.

Major Responsibilities:

• Role Model Behaviors displayed at all times - passion and positivity for our DSEs, our Customers, and Xerox with a contagious impatience to succeed
• Act as a technical focal point for the team, Customer and DSE\'s.
• Provide leadership, coaching & feedback to help drive successful results to meet/exceed performance SLAs/KPIs
• Ability to identify technical knowledge gaps/lack of confidence in individual DSEs through work shadowing, desk side support, peer feedback, ticket reviews and analysis of RCA reports
• Be approachable and encouraging to all DSEs who require assistance
• Proactively approach agents to assist DSEs in perceived technical/process or system issues they may have
• Encourage and monitor effective OSA usage and serve as an advocate for this tool and to work with the relevant team to produce reports on this activity
• Provide support to DSEs via phone, face to face contact and coaching sessions
• Where necessary, take over a customer or technical escalation via the phone from DSEs/Team Leaders / Account Teams
• Provide support to DSEs so they will correctly identify, manage, resolve or escalate critical problems through the correct channels.
• Train and develop DSEs (new Product roll outs, CRMs, Process, targeted refresher training and technical workshops)
• Maintain and improve personal technical skills & systems/process knowledge
• Administer system access requests across line of business
• Review reports daily for missed targets - analyze and make recommendations for improvements
• Work with the Process Specialist to review / enhance / update process
• Coordinate and Facilitate training sessions on processes. Assist with onboarding new hires.
• Partner with Manager to identify best practices to improve business results
• Be resilient, passionate and have a sense of urgency about achieving results
• Receive and action feedback from customer and account teams quickly and efficiently.
• Facilitate creation and distribution of helpdesk reports as needed

Qualifications:

• Post-secondary or equivalent work experience
• Demonstrated leadership ability
• Demonstrated team player with proven ability to effectively prioritize competing demands for time
• Proven experience in training/coaching/mentoring technical & customer support agents
• Ability to communicate effectively with internal/external customers as well as business stakeholders at all levels
• Ability to work as needed to support an extended coverage model
• Analytical with Coaching, Negotiation, Planning and Organizational skills
• Demonstrated history of taking initiative in projects/strong independent working skills
• Very strong communication skills, both written and verbal
• High level of motivation, maturity & dependability under high pressure situations

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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 and explore our commitment to diversity and inclusion! 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 talentacquisitionsupport@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

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