In the last couple years I have seen the problems from Webster and Newark trickle its way down to the field personnel. Now I'm playing damage control on every call, especially with the offshore call center pushing for the customer to self diagnose and fix issues. I get it, let's help cut down on the call volume but our customers also pay a premium for our service, yet we treat them like it's a privilege, not a right of contract. I notice the need to escalate more and more for emergency orders causing machines to stay down for days and sometimes weeks. Parts expenses is our biggest number which leads to zero preventative maintenance and band-aid fixes. We have gone from replacing anything because of cosmetic or possible mechanical defects to cleaning extremely worn feed rolls and hoping to get another 10k out of them. Metrics are very unrealistic. Either you're going to piss off your customer to make management happy or piss off management to make the customer happy.
I can't blame the ASM's, this sh-- is handed down to them as sh-- always rolls down hill.
Walking this tight rope is getting exhausting. Xerox is a sinking ship and we are just worker bees with water buckets trying to keep this ship afloat. I've never had this much anxiety before and honestly I'd take a layoff.