Technical Escalation 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

Job Description:

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 www.xerox.com

Overview:

The Escalation Specialist manages and resolves customer, partner, and internal business escalations related to Supplies Management operations. This role connects customers, service delivery teams, operations, logistics partners, and account stakeholders to support service levels, customer satisfaction, and operational objectives. The position investigates issues, performs root cause analysis, coordinates corrective actions, and identifies opportunities to improve service delivery and prevent recurring issues.

Benefits We Offer:

• Collaborate with global teams and stakeholders across multiple functions and geographies.
• Contribute to continuous improvement initiatives that strengthen service delivery and customer satisfaction.
• Gain exposure to Supplies Management, logistics, service delivery, and operational processes.
• Develop experience in escalation management, process improvement, and operational analysis.
• Explore career progression opportunities based on skills and desired career path.

What You’ll Do:

• Manage customer, partner, and internal escalations through end-to-end investigation, resolution, and proactive stakeholder communication.
• Conduct root cause analysis and coordinate corrective and preventive actions while monitoring incidents and priority requests against service level requirements.
• Monitor account activity, consumables usage, inventory levels, operational performance, and recurring trends to identify opportunities for improvement.
• Review processes, support quality and compliance activities, maintain operational documentation, and help implement process enhancements.
• Collaborate with service desk, account, logistics, supply chain, operations, and cross-functional teams to resolve issues and improve service delivery.

What You Need to Succeed:

• Bachelor’s degree in Business Administration, Supply Chain Management, Engineering, Information Technology, or a related field, or equivalent business experience.
• Minimum of 2 years of experience in account management, escalation management, incident management, customer support, quality analysis, or operations.
• Experience conducting root cause analysis and implementing corrective actions.
• Strong analytical, critical thinking, prioritization, communication, customer service, and stakeholder management skills.
• Advanced knowledge of Microsoft Excel, Word, and PowerPoint.

How We Set You Up for Success:

• Work closely with Operations Managers, Operations Leads, Process Analysts, Service Desk teams, and other cross-functional partners.
• Participate in operational reviews, team discussions, and continuous improvement initiatives.
• Build experience supporting customers, partners, suppliers, and internal stakeholders globally.
• Develop knowledge across customer-specific processes, consumables management, quality, governance, and operational support.
• Build skills that can support future career opportunities based on your desired path and skill set.

General Information

City: Cebu City

State/Province: Central Visayas (Region VII)

Country: Philippines

Date: Wednesday, September 30, 2026

Working time: Full-time

Ref#: 20040880

Job Level: Individual Contributor

Job Type: Experienced

Seniority Level: Associate