Xerox Hub Coordinator - Aerospace Civil Europe in Midi, France

Xerox Corporation (NYSE: XRX) is an $11 billion technology leader that innovates the way the world communicates, connects and works. Our expertise is more important than ever as customers of all sizes look to improve productivity, maximize profitability and increase satisfaction. We do this for small and mid-size businesses, large enterprises, governments, graphic communications providers, and for our partners who serve them. We understand what’s at the heart of work – and all of the forms it can take. We embrace the increasingly complex world of paper and digital. Office and mobile. Personal and social. Every day across the globe – in more than 160 countries – our technology, software and people successfully navigate those intersections. We automate, personalize, package, analyze and secure information to keep our customers moving at an accelerated pace.

Learn more at www.xerox.com.

About the role:

The Hub Coordinator is the true conductor of the Xerox Managed Service Contract for a major player in the aerospace industry located in Toulouse (France).

As the main focal point and the primary interface between the different customer entities and Xerox in Europe, you will be in close contact with all the actors to coordinate within an international team based on customer site:

• Communication and follow-up of actions

• Driving on-site technician teams’ activities

• Incident and query management, including escalations and problem solving

• Asset management

• Order management of consumables and parts

• Service and billing reports

• Service quality and continuous improvement

Purpose:

Your team's focus is to:

• Build and develop a strong customer satisfaction

• Achieve and exceed contractual targets for service level agreements

• Develop strong internal and external relationships

• Deliver productivity improvements and cost control

• Produce service and financial reporting

• Assist the Service Delivery Manager in the transforming and growing the business

Primary Responsibilities:

• Develop and strengthen relationships with Xerox customers and interlocutors

• Manage the various communication channels (phone calls, emails, tools ...) and deal with them promptly, efficiently and with empathy to ensure a positive experience for our customers

• Manage proactive and reactive incident tickets from tracking tools, and drive resolution with Xerox technicians and engineers

• Prioritise tasks based on service levels

• Primary point of contact for the customer (level 1 Helpdesk or end users) for the definition, management and monitoring of all escalations

• Manage projects for adding, moving or removing equipment

• Communicate with the customer by phone to facilitate the diagnosis and quick resolution of technical problems

• Use Xerox Service Management Tools and Customer Systems

• Write down all the necessary details after each action related to an incident or escalation

• Provide the necessary support for the implementation and day-to-day run of the new service contract

• Proactive and reactive management and replacement of consumables

• Maintain accurate information in the databases of the tools used

• Apply customer requirements for data capture, categorization and fleet management

• Produce, collect and consolidate financial data required for billing

• Flexibility to undertake additional tasks as directed by the team leader

• Contribute to contract performance through cost control and innovation

Qualifications:

High School Diploma / (GED) / Secondary School GCSE or equivalent Leaving Certificate in IT, Sales or Communication

Language skills:

• Fluent English and French required

• German or Spanish desirable

Candidate Background: Skills, Knowledge & Ability:

• Proven record of delivery of excellent customer service with a minimum 6 months’ experience in multi-cultural environment

• Excellent written and oral communication

• Able to maintain and project a helpful and courteous attitude in any circumstances

• Strong ability to work in a team by contributing positively

• Good knowledge of Microsoft Office products (by order of importance Outlook, Excel, Word, PowerPoint, Visio)

• General IT knowledge (including networks)

• Aptitude for understanding and solving problems in a methodical and logical manner

• Ability to take responsibility for resolving incidents and problems

• Resilient under pressure and adaptable to unseen work demands

• Able to work independently within a team

• Excellent organizational skills

• Project Management understanding

• Proven track record in the delivery of high quality customer service

• Proven ability to work as part of a flexible fast changing environment

• Commercial awareness

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, 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. 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.

Title: Hub Coordinator - Aerospace Civil Europe

Location: France-Midi - Pyenees-Haute-Garonne

Requisition ID: 18002885