General Information
City Aarau, Aarberg, Aarwangen, Affoltern, Aigle, Albula, Altdorf, Andelfingen, Appenzell, Arbon, Arlesheim, Biel, Bischofszell, Blenio, Boudry, Conthey, Courtelary, Delémont, Einsiedeln, Entlebuch, Fribourg State/Province Appenzell Inner-Rhodes, Appenzell Outer-Rhodes, Argovia, Basel-City, Basel-Country, Berne, Fribourg, Geneva, Glarus, Grisons, Jura, Lucerne, Neuchâtel, Nidwalden, Obwalden, Schaffhausen, Schwyz, Solothurn, St. Gallen, Thurgau, Ticino, Uri, Valais, Vaud, Zug, Zurich Country Switzerland
Description & Requirements
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 .
Technical Service Manager (TSM) – Switzerland
Location: Switzerland
Function: Technical Services
Reports to: Central EMEA TS Director
Team scope: ~25+ Customer Service Engineers (CSE/TSR), geographically dispersed
Position Summary
The Technical Service Manager (TSM) for Switzerland plays a critical leadership role in ensuring outstanding customer satisfaction, operational continuity, and full compliance with Xerox service standards. This position provides front‑line management of field service teams, drives asset productivity, supports service readiness for new product launches, and directly manages customer escalations, including after‑hours emergencies when required. The TSM acts as the primary interface between the field technical organization, customers, and Sales, directly influencing service performance, retention, and overall customer experience in the Swiss market.
Key Responsibilities
* People Leadership & Team Development: Lead, coach, and mentor a geographically dispersed team of Customer Service Engineers (CSE/TSR). Ensure regular performance reviews, skills development, certification status, and adherence to safety and compliance requirements. Drive employee engagement and retention by providing career development and clear performance expectations. Manage workforce planning, including capacity, vacation planning, overtime, and succession planning.
* Operational Excellence & Service Delivery: Oversee daily field operations to ensure SLA compliance, uptime targets, and preventive maintenance execution. Drive productivity through proactive route/schedule optimization, resource allocation, and technical readiness. Ensure operational adherence to global processes, Health & Safety regulations, and quality standards. Validate readiness for new product and solutions launches (tools, training, parts, documentation, competencies).
* Customer Relationship & Escalation Management: Act as primary operational contact for customers and partners in Switzerland. Lead critical escalations, mobilizing internal/external resources and ensuring rapid resolution. Engage regularly with Sales, Service Delivery, and the Customer Experience teams to support contract renewals and customer loyalty. Provide structured communication on service performance, root‑cause analysis, and corrective action plans.
* Performance Management & Reporting: Monitor operational KPIs (SLA, productivity, out‑of‑SLA calls, repeat calls, PM compliance, parts usage, travel efficiency). Implement corrective actions to improve service quality, reduce cost‑to‑serve, and increase first‑time‑fix rates. Support business reviews, monthly operational reviews, and corporate reporting requirements.
* Continuous Improvement & Transformation: Lead local implementation of EMEA/Global transformation initiatives (SNOW, automation, digital tools, operational standardization). Identify improvement opportunities in customer workflow, technical processes, and team performance. Promote field adoption of digital tools (CareAR, knowledge base, AI & analytics dashboards).
Required Qualifications
Education & Experience
* Bachelor’s degree in engineering, technical disciplines, or equivalent experience.
* Minimum 5 years in field service operations, technical support, or service management.
* Proven leadership experience managing technical teams in a high‑availability environment.
Soft Skills
* Strong customer communication and relationship‑building skills.
* Ability to lead under pressure and manage complex, time‑critical escalations.
* Analytical mindset, data‑driven decision making, and continuous improvement orientation.
* Fluency in German and/or French, with good English proficiency (Swiss market requirement).
What Success Looks Like
* High customer satisfaction scores and improved SLA adherence.
* Increased team productivity and reduced avoidable downtime/travel.
* Stabilized or improved employee engagement and retention.
* Strong collaboration with Sales, Service Delivery, and Partners.
* Effective introduction of new products and operational tools to the field.
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