Technical Escalation & Process Improvement Specialist

Xerox; Cebu City; On-site; PHP 600,000 - 800,000; Full time

Job summary

Xerox is seeking an Escalation Specialist in Cebu City, Philippines to manage customer, partner, and internal escalations in Supplies Management. You will coordinate actions across service delivery, logistics, and account stakeholders to maintain service levels and satisfaction.

The role emphasizes root cause analysis, corrective actions, and ongoing process improvements to prevent recurring issues. Strong analytical and communication skills are essential for success.

Qualifications

• Bachelor’s degree in Business Administration, Supply Chain Management, Engineering, IT, or related field or equivalent experience.
• Minimum of 2 years in account/escalation/incident management, customer support, or operations.
• Experience conducting root cause analysis and implementing corrective actions.

Responsibilities

• Manage customer, partner, and internal escalations through end-to-end investigation and proactive stakeholder communication.
• Conduct root cause analysis and coordinate corrective and preventive actions while monitoring incidents against service levels.
• Monitor end-to-end account activity, consumables usage, inventory levels, and recurring trends to identify improvements.
• Review processes, support quality and compliance activities, and help implement process enhancements.
• Collaborate with cross-functional teams to resolve issues and improve service delivery.

Skills

Excel

PowerPoint

Stakeholder management

Analytical thinking

Communication

Education

Bachelor’s degree in related field

Tools

Word

Excel

Job description

Xerox is seeking an Escalation Specialist in Cebu City, Philippines to manage customer, partner, and internal escalations in Supplies Management. You will coordinate actions across service delivery, logistics, and account stakeholders to maintain service levels and satisfaction.

The role emphasizes root cause analysis, corrective actions, and ongoing process improvements to prevent recurring issues. Strong analytical and communication skills are essential for success.