TSOS 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.
Why Join This Team:
Join Xerox as Technical Services Ops Support Specialist and help support the successful delivery of field services across the United States and Canada. In this role, you will provide centralized scheduling and operational support, helping field engineers and service leaders respond efficiently to customer needs.
You will work in a fast-paced, collaborative environment where your attention to detail, sound judgment, and timely communication will help maintain schedule coverage, protect service-level commitments, and improve the overall customer experience.
What You Will Do:
- Monitor Genesys, ServiceNow, and dispatcher workspaces for pending service calls, stacked assignments, scheduling gaps, technician activity, and potential SLA risks.
- Identify conflicting assignments, extended work durations, uncovered shifts, and opportunities to reassign service calls.
- Respond promptly to scheduling requests from Technical Service Managers (TSMs) and provide assignment support to field engineers and service leaders.
- Assign or reassign pending calls based on technician availability, work schedules, travel requirements, workload, and geographic coverage.
- Support urgent scheduling changes caused by illness, vehicle issues, or other events affecting technician availability.
- Follow established escalation procedures and timelines when assignment challenges remain unresolved or service coverage is at risk.
- Communicate assignment outcomes, scheduling concerns, and operational updates through the appropriate channels.
- Conduct end-of-day schedule reviews to identify uncovered first calls, stacked work, extended assignments, and service calls scheduled beyond technicians’ shifts.
- Notify TSMs of potential coverage risks and recommend practical reassignment or scheduling options.
- Maintain accurate scheduling and assignment records and provide daily activity reports, exception updates, and operational summaries.
- Identify recurring scheduling issues and recommend practical process improvements that support operational efficiency and service delivery.
What You Need to Succeed:
- Bachelor’s degree in any discipline or an equivalent combination of education and relevant work experience.
- Previous experience in service scheduling, dispatch, workforce coordination, customer support, or field service operations is preferred.
- Experience using ServiceNow, Genesys, or comparable service-management and contact-center platforms is an advantage.
- Understanding of field service operations, work-order management, SLA commitments, scheduling practices, and escalation procedures.
- Strong organizational and prioritization skills, with the ability to manage multiple service requests in a fast-paced environment.
- Good analytical and problem-solving abilities, including the judgment to identify scheduling risks and recommend appropriate solutions.
- Clear and professional written and verbal communication skills.
- Strong attention to detail and commitment to maintaining accurate operational records.
- Ability to collaborate effectively with field engineers, service leaders, and cross-functional teams.
- Adaptability and composure when responding to urgent scheduling changes and evolving operational priorities.
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