Scheduling Specialist

About Xerox Holdings Corporation
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 the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today’s global, distributed workforce. 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. At Xerox, we make work, work. Learn more about us at www.xerox.com.

Overview:

• As a TSOS Scheduling Specialist, you will support Technical Service engineers by coordinating service activity and helping ensure client calls are scheduled and managed effectively.
• You will work closely with external Service Providers, Field Managers, Technical Service Managers, and other stakeholders to manage workloads, service levels, and client expectations.
• This role is well suited to someone with effective communication, negotiation, organization, and problem-solving skills who can prioritize client needs in a changing service environment.
   

• Collaborate with Technical Service teams, Field Managers, Service Providers, and other stakeholders to support effective service delivery.
• Contribute directly to client service by coordinating timely responses and proactively communicating estimated arrival times.
• Help improve technician productivity, workload efficiency, call queue management, and service performance.
• Apply problem-solving and negotiation skills to address service barriers and support client needs.
• Contribute ideas and process improvements that strengthen service delivery and operational effectiveness.
  

• Monitor client call activity and balance Service Provider workloads using internal systems and stakeholder databases.
• Schedule and monitor service calls in accordance with customer service level agreements, provide proactive estimated arrival times, and communicate revised arrival times when needed.
• Identify barriers affecting Service Provider capacity and collaborate with Field Managers and Technical Service Managers to resolve service issues and escalate performance concerns.
• Build effective working relationships with Service Providers and stakeholders, negotiating service arrival times while supporting established cost targets and performance metrics.
• Use supporting systems, including SMART and Gantt charts, to manage call activity, track parts updates and technician availability, support high call log processes, and help drive technician productivity.
  

• High school diploma, secondary school completion equivalent, or higher education; a bachelor's degree in any field is preferred.
• Foundational proficiency with Microsoft Office applications and the ability to use systems for issue documentation, scheduling, and ongoing updates.
• Effective planning, organization, negotiation, conflict management, and problem-solving skills, with the ability to assess issues and prioritize solutions.
• Experience developing client relationships and communicating effectively with stakeholders and colleagues at different organizational levels.
• Spanish proficiency at C2 level and English proficiency at B2 level; Portuguese proficiency at B2 level is an advantage.
  

• Collaboration with Service Providers, Field Managers, Technical Service Managers, and stakeholder support teams.
• Access to established service processes, frameworks, systems, and tools that support service delivery.
• Opportunities to strengthen knowledge of the Xerox portfolio and regional service requirements.
• A team environment focused on client service, collaboration, adaptability, and achievement of shared goals.
• Opportunities to contribute to ongoing process improvements and new approaches to service delivery.
  

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