Technical Service Field Channel Manager

London (Greater)
10 Jan 2018
09 Feb 2018
Contract Type
Full Time
Xerox Corporation is an $11 billion technology leader that innovates the way the world communicates, connects and works. Our expertise is more important than ever as customers of all sizes look to improve productivity, maximise profitability and increase satisfaction. We do this for small and mid-size businesses, large enterprises, governments, graphic communications providers, and for our partners who serve them.

We understand what's at the heart of work - and all of the forms it can take. We embrace the increasingly complex world of paper and digital. Office and mobile. Personal and social. Every day across the globe - in more than 160 countries - our technology, software and people successfully navigate those intersections. We automate, personalise, package, analyse and secure information to keep our customers moving at an accelerated pace.


The key purpose of the role is to identify service delivery programs with the objective of delivering our technical service strategy whilst strengthening Value Proposition across all Channel Partners (ASP, DTP, CCSS etc)
  • The job holder would be responsible for the on-going evaluation of the Partner Technical Service requirements and ensure that they are able to work cross-functionally across all International countries and Global teams to deliver against these requests.
  • The job holder will also be required to maintain an operational relationship with International Commercial Excellence and Field Channel Organisation to ensure alignment to Partner value proposition whilst ensuring Technical Service delivery requirements are met.
  • The Job holder will become an expert in structure, process and technology being used in Channel Partner competitive environment by ensuring market knowledge, awareness and best practice is shared amongst the Partner Country Managers and Commercial Excellence teams.

  • Individual would require a good understanding of Technical Service infrastructure and processes in order to drive time critical improvements in a fast moving and competitive Partner environment.
  • Technical Service Field Channel Manager is responsible for driving and obtaining 'voice' of the Partner by country in order to deliver appropriate service programs which supports profitable revenue growth through systems, training and technology improvements.
  • Individual need to understand dynamics of partner's business model and their drivers, as well as a strong financial understanding, along with business, market and competitive knowledge to ensure we deliver a benchmark service offering.
  • Individual will report against key metrics to deliver a successful Partner Helpdesk program (with root causals and actions where required), on a monthly basis.
  • Individual would need to engage with key stakeholders to ensure successful delivery of Partner programs and work with Global teams to capitalize on any synergies.
  • Identify and deliver Channel Partner systems and training enhancements to drive productivity
  • Proactively seek market knowledge to continually deliver benchmark Partner service offerings

  • Voice of Partner for Technical Service across all countries
  • Work cross-functionally to identify, evaluate, document and prioritise Partner requirements by country Systems, Training, Technical tools & deliverables
  • Integrate and deliver Technical Service tools and systems to drive productivity within Channel environment
  • Deliver Technical Service programs to drive field programs/solutions in line with Value Proposition
  • Attend Partner reviews to identify first hand any program hinders and shortfalls in order to work solutions at International level
  • Manage Channel Helpdesk strategy in line with KPI's for existing Partners and deliver appropriate onboarding for new Partners
  • Ensure regular reviews are held with Countries and required action plans are developed to drive continuous RCA improvement through Partner Helpdesk - in line with the current governance process
  • Work in collaboration with Commercial Excellence and Global Technical Service to ensure synergies are realized
  • Proactively seek market knowledge to continually deliver benchmark Partner offerings


  • Minimum requirement of a relevant degree level education
  • Significant track record and results in channel / partnership management
  • A thorough understanding of Service Financials and associated cost / revenue hydraulics
  • Demonstrated success in a senior cross functional management role
  • An in-depth knowledge and experience of the market place in which Xerox operates
  • Proven track record of negotiating and influencing
  • Good Communication skills - verbal and written
  • Project management skills
  • Excellent attention to detail
  • Can demonstrate ability to manage number of priorities
  • In depth knowledge of ESAP

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