{"id":1949339,"url":"https://alion.io/job/xerox-escalation-specialist-emea-2","title":"Escalation Specialist - EMEA","company":{"id":63913,"name":"Xerox","domain":"xerox.com","url":"https://alion.io/company/xerox-corp","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Avature","truth_index":{"grade":"A","score":100,"open_postings":39,"ghost_share":0,"stale_share":0,"repost_share":0.051,"time_to_fill_p50_days":17,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Operations","role_family":"Operations","seniority":"junior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cebu City, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":9500,"max_usd":18000,"period":"year","method":"role_seniority_country_cell","sample_n":8},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"CAPA","optional":false},{"name":"Incident Management","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Power Apps","optional":false},{"name":"Power Automate","optional":false},{"name":"Power BI","optional":false},{"name":"Service Desk","optional":false}],"status":"closed","first_seen_at":"2026-10-06T08:46:03Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-22T16:38:00Z","board_verified":false,"closed_at":"2026-10-22T16:38:00Z","days_open":16,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":16},"description":"About Xerox Holdings Corporation\nFor 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.\nRole Summary:\nThe Escalation Specialist is responsible for managing and resolving complex customer, partner, and operational escalations within Consumables Management operations. The role conducts root cause analysis, drives corrective actions, collaborates with cross-functional teams, and identifies process improvement opportunities to enhance service delivery, customer satisfaction, and operational performance.\nFunctional / Technical Competencies:\nEscalation and Incident Management\nRoot Cause Analysis and Problem Solving\nContinuous Improvement\nStakeholder and Customer Management\nData Analysis and Reporting\nProcess Compliance and Quality Management\nInventory and Consumables Management\nMicrosoft Office Applications (Excel, Word, PowerPoint)\nStrong Communication and Collaboration Skills\nAbility to Manage Multiple Priorities in an SLA-driven Environment\nPower BI, Power Automate, and Power Apps (preferred)\nKey Responsibilities:\nManage and resolve customer, partner, and internal escalations from investigation through resolution.\nPerform root cause analysis and implement corrective and preventive actions.\nEnsure timely resolution and communication throughout the escalation lifecycle.\nMonitor operational performance and identify escalation trends.\nPartner with Operations, Supply Chain, Logistics, Service Desk, and Account Teams to resolve issues.\nRecommend and support process improvements to prevent recurring issues.\nMaintain process documentation, compliance standards, and quality requirements.\nProvide operational insights and recommendations to improve service delivery. \nKey Outputs / Tangible Results:\nTimely closure of escalations within service level commitments.\nReduced recurrence of operational issues.\nCompleted root cause analyses and corrective action plans.\nImproved customer satisfaction and operational performance.\nProcess improvement recommendations and implemented solutions.\nAccurate reporting and escalation trend analysis. \nOrganizational Strategies & Objectives:\nDeliver a high-quality customer experience through effective escalation management.\nSupport operational excellence through proactive issue resolution and continuous improvement.\nImprove service delivery by strengthening cross-functional collaboration and process compliance. \nRelevant Credentials:\nBachelor's Degree in Business, Industrial Engineering, Supply Chain, IT, Engineering, or related field.\nMinimum 2 years of experience in Operations, Customer Support, Incident Management, Escalation Management, Quality, or related functions.\nExperience in BPO, Shared Services, Manufacturing, Logistics, or Supply Chain environments is an advantage. \nMust Haves:\nBachelor's Degree.\nMinimum 2 years of relevant experience.\nStrong communication and stakeholder management skills.\nProven problem-solving and analytical capabilities.\nExperience handling operational issues and driving resolution.\nCollaborative and customer-focused mindset.\nContinuous improvement orientation with examples of process improvement involvement. \nNice to Haves:\nExperience leading or participating in Continuous Improvement projects.\nProficiency in Power BI, Power Automate, and Power Apps.\nLeadership or team mentoring experience.\nIndustrial Engineering background.\nExperience supporting global operations or cross-functional teams. \nRole Considerations:\nCebu-based role.\nOnsite for the first six (6) months.\nHybrid work arrangement may be available after regularization, subject to performance and manager approval.\nMay support North America and EMEA operations and collaborate with global stakeholders across multiple time zones. \n#LI-Onsite","description_format":"text","description_chars":4374,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Hybrid work"],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Document Management","Printers & Scanners","Managed Print Services"],"lifecycle":[{"event":"open","at":"2026-10-06T08:46:03Z"},{"event":"close","at":"2026-10-22T16:38:00Z"}],"visa":[],"liveness":null,"pay":null,"html_url":"https://alion.io/job/xerox-escalation-specialist-emea-2","json_url":"https://alion.io/job/xerox-escalation-specialist-emea-2.json","meta":{"generated_at":"2026-10-23T16:26:14Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":24891,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-24T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":63913},"rest":"https://alion.io/mcp/rest/get_company?id=63913"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fxerox-escalation-specialist-emea-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fxerox-escalation-specialist-emea-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fxerox-escalation-specialist-emea-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/xerox-escalation-specialist-emea-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fxerox-escalation-specialist-emea-2"}]}