Overview:
Join Xerox as a Service Delivery Management Professional II and play a key role in delivering an exceptional Managed Print Services (MPS) experience for our customer in Charlotte, NC. In this customer-facing role, you will manage day-to-day technical site operations, support implementation and ongoing service delivery, and collaborate with cross-functional teams to maintain a reliable, high-performing print environment. This position requires candidates to be within a commutable distance of Charlotte, NC for onsite or hybrid work.
Why Join This Team:
- Make a direct impact by supporting a large-scale Managed Print Services environment.
- Collaborate with customers and cross-functional technical teams to deliver outstanding service.
- Work with innovative print technologies, fleet management tools, and enterprise infrastructure.
- Contribute to continuous improvement initiatives that enhance operational efficiency and customer satisfaction.
- Grow your expertise in technical service delivery, project coordination, and customer relationship management.
What You Will Do:
- Serve as the primary onsite customer contact, coordinating daily Managed Print Services operations and supporting implementation, deployment, and steady-state activities.
- Monitor service requests, manage escalations, facilitate issue resolution, and ensure adherence to service level agreements.
- Configure and support print environments, including print servers, drivers, networking, firmware, device settings, and installation verification.
- Manage fleet uptime by coordinating with service providers, overseeing hardware and consumable orders, monitoring predictive service queues, and supporting inventory and asset management.
- Develop and maintain operational documentation, implementation procedures, workflow processes, customer communications, and status reporting while identifying opportunities for continuous process improvement.
What You Need to Succeed:
- Bachelor's degree (Preferred) or 4–6 years of relevant professional experience.
- Experience supporting enterprise print environments, technical implementations, troubleshooting, and customer-facing service delivery.
- Strong knowledge of Microsoft Office applications, including Excel, Word, and PowerPoint; Microsoft Project experience is beneficial.
- Demonstrated problem-solving, analytical, task management, and process improvement skills with the ability to manage multiple priorities.
- Excellent interpersonal, written, and verbal communication skills with a strong customer focus and the ability to work independently in a dynamic environment.
How We Set You Up for Success:
- Collaborative partnership with experienced service delivery, operations, and technical support teams.
- Opportunity to work with enterprise Managed Print Services technologies and customer environments.
- Exposure to continuous improvement initiatives that strengthen operational excellence.
- Supportive environment that encourages professional growth and ongoing learning.
- Meaningful work focused on delivering outstanding customer experiences and operational success.
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