Patricia Rash

Patricia Rash is Vice President of Remote Technical Support & Escalated Support Operations for US with Xerox Corporation. She joined Xerox in 2006 as a Senior Operations manager for the Midwest service region, where she reported to the VP of the Midwest region and was considered his chief of staff. In 2007 she became a manager in the Xerox Global Services Organization, where her primary focus was to oversee the delivery, implementation, and support teams for the Managed Print Services offering. In January 2009, she was promoted to Vice President North America Customer Support, where she oversaw all first- and second-level customer support teams and managed the Offshore Partner Relationship Team.

Making customer connections and resolving their technical problems is what her organization is all about. “My organization evolved in 2013 with a mission of resolving customer technical problems remotely and only sending a Customer Service Engineer when needed.  The rapid success of the organization has been staffing the team with the best technical experts, and making sure the customer gets to right expert at first contact.  The team accomplished this by  modernizing the support flow and eliminating non-value steps within the process.  The results speak for themselves as measured thru our Customer Satisfaction survey, our financial results and the big win for our employees.”

Patricia caught the “services bug” while working for Eastman Kodak as a field engineer in the 80’s. She was working as a technician in manufacturing, supporting the Technical Services organization at Kodak. “I was very interested in technology and wanted to work closely with customers,” she says as she describes her early interest in services. “I am a person who likes to fix problems both internally and externally. Working with customers and resolving their business problems has always been an interest of mine, and I think I do a good job at it.”