Break Fix Management Specialist

About Xerox Holdings Corporation

At Xerox, we make work, work! For more than 100 years, Xerox has continually redefined the workplace experience. 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 and within our culture. Learn more at www.xerox.com and explore our commitment to diversity, inclusion and belonging.

Overview:

The Break Fix Management Specialist plays a critical role in ensuring timely service delivery and issue resolution related to Work Orders (WOs) and Sales Orders (SOs) within customer Service Level Agreements (SLAs). This role involves daily collaboration with internal Lexmark teams, 3rd-party service partners, and customers to resolve service exceptions, manage dispatches, and ensure data accuracy in enterprise systems. Ideal for individuals who excel in proactive coordination and customer-focused service operations.

What You’ll Do:

Service Dispatch Management

• Monitor and manage service Work Orders through internal and partner systems
• Investigate and resolve WO exceptions, ensuring BCP readiness when needed
• Communicate updates to partners, customers, and internal teams
  
  

• Track open WOs and SOs daily and execute necessary interventions to meet SLAs
• Ensure accurate documentation of service actions, delays, and status changes
• Collaborate with internal teams for technical consultation, part availability, or asset data correction
  
  

• Monitor exception reports in D365, Siebel, and FSMA; resolve debrief errors and stuck WOs
• Log unresolved issues via ServiceNow and escalate as required
  
  

• Code missed SLA reasons accurately using predefined categories
• Analyze and report root causes to support operational improvements
  
  

• Generate operational and performance reports for both WOs and SOs
• Maintain daily logs for task completion and productivity in trackers
  
  

• Respond to inbound requests via shared mailboxes within SLA (1-hour)
• Follow standardized email response procedures
  
  

• Contribute to continuous improvement projects and cost-saving initiatives
• Maintain up-to-date process documentation and support internal training
  
  

• Bachelor’s degree (4-year course)
• At least 2 years of customer service or related field experience
• Intermediate Excel skills and proficiency in MS Word, PowerPoint, Outlook
• Strong communication skills—written and verbal across global audiences
• Ability to prioritize, problem-solve, and act with urgency in high-volume environments
  
  

• Familiarity with D365, Siebel, and FSMA platforms
• Strong understanding of SLA compliance and dispatch coordination
• Ability to manage escalations and work collaboratively across cultures
• Analytical mindset with attention to detail and accuracy
  
  

• Structured onboarding and process training
• Access to enterprise tools and service management platforms
• Support from Operations Leads and cross-functional teams
• Opportunities to contribute to operational improvements and team culture
• Commitment to ethics, security, and continuous learning