AutoReqId 5256BR
Common Job Title National Program Manager
Primary Work Location CA-ON-Toronto
Employee Classification: Regular Full-Time


Job Description:
POSITION CONCEPT

The mandate of the National Program Manager role is to increase customer service delivery through expanded service offerings, reducing cost and generating incremental revenue managing the DocuCare Program. The successful candidate will define the strategy meeting both customer and Xerox objectives, implement national standards, develop new service offerings, and integrate the role within the Xerox lines of business. The National Program Manager will work closely with the Xerox Office Service Program Team, Technical Services, Solution Services, Supplies and the New Brunswick Support Centre in development of the DocuCare Specialist Role.
The DocuCare Specialist objective is to create a positive impact for customers by increasing client productivity through expended services and efficiency by maximizing equipment performance, functionality, and maintaining a high level of customer satisfaction maximizing the customer's investment in services and technology.
MAJOR RESPONSIBILITIES

Assess business requirements and support the development of the DocuCare Specialist Role

Create standards in how the Xerox Software is optimized by the DocuCare Specialist and work with software development for future requirements

Communicate and deploy program initiatives and standards acrossCanada

Enabling break fix services decreasing response time and reduce the number of calls resolved by the service organization through Technical Services integration

Enable the DocuCare Specialist to deliver the Statement of Work contract commitment

Deploy an account strategy for asset optimization for DocuCare managed account

Expand DocuCare service offerings enabling customer integration and incremental revenue growth

Achieve revenue and cost targets aligned to program objectives

Create national alignment for DocuCare Specialist acrossCanada, through program deployment communications, best practices, and ongoing support


Requirements:

QUALIFICATIONS
· Strong interpersonal skills
· College or University diploma
· Strong communication skills - verbal and written
· Strong system skills including IMS, Excel, PowerPoint, Visio, FWSS
· High energy, self-motivated, ability to work independently & solve problems
· Strong customer service skills
· Strong organizational skills, and ability to multi-task
· Strong analytical skills combined with the ability to apply critical thinking
· Knowledge of Xerox lines of business, Technical Service, Solutions Services, and Xerox Global Services
· Understanding of IT Help Desk and network infrastructure
· Ability to function well in a team environment.
Please send resumes to Bill Lavigne:bill.lavigne@xerox.com