POSITION PROFILE

The Site Leader is accountable for the daily operations of a small-site and acts as the go-to person for a small team. This role involves reporting and escalating facility-related issues to assigned leadership, maintaining acceptable profit levels, and ensuring customer service expectations are met. The Site Leader is responsible for performing contracted office services including Copy Services, Courier Services, Managed Print Services, Hospitality, Imaging, and Mail Services. This position acts as the point of contact for customer issues and contract compliance when there is no Site Manager assigned.

Job Duties and Responsibilities Responsible for daily operations of a mail room, copy center, or scanning facility, including operating office equipment such as PCs, copiers, multifunction devices, imaging & mail equipment. May include Courier Services, Reception Services, Switchboard Operations, Shipping & Receiving, Delivering, and Processing of Mail. Acts as a go-to person for a small team of employees, assisting with job assignments, project scheduling, supervising mandatory break times, and reporting/escalating facility-related issues to assigned leadership.  Acts as the point person for customer issues and contract compliance for sites without a Site Manager assigned. Responsible for the training and development of assigned staff. Handles formal daily contact with the customer. Ensures effective implementation and management of RICOH Service Excellence programs. Analyzes problems with minimal guidance and manages resolutions. Understands and tracks progress on SLAs, executing and reporting compliance and performance improvement measures effectively to customer contacts. Assists leadership with recruiting, staffing, and performance management of site personnel. Maintains positive working relationships with all department employees through professional communication. Provides training on workflow and machine operations when necessary. Achieves shift profitability by effectively supervising shift activities and managing materials and supplies. Ensures jobs meet quality and deadline standards through effective scheduling practices. Facilitates the resolution of issues related to pricing and orders by communicating with the sales department. Completes site reports and other paperwork accurately and on time. May include creating work orders, contractor monitoring, inspections, and reporting facility-related issues. May interact with contracted vendors, facility management, and building occupants. May manage office supply inventory and reordering. May be responsible for coordinating conference room setups and managing A/V equipment. Completes month-end management reports in the absence of the Site Manager. Assists with the training and development of site personnel as needed. Places requisitions for site products and supplies using Oracle's iProcurement application. Performs other duties as assigned. QUALIFICATIONS (Education, Experience, and Certifications) High school diploma or GED required. 2+ years of experience in a related field (B2B and/or technical). Previous training experience strongly preferred. Minimum 2 years of customer-facing work experience required. Demonstrated proficiency in understanding and using technology. KNOWLEDGE, SKILLS, AND ABILITIES Tactical facilitator of processes. Ability to present to small groups. Moderate problem-solving skills. Intermediate customer service skills. Intermediate technical aptitude. Intermediate written and verbal communication skills. WORKING CONDITIONS, MENTAL, AND PHYSICAL DEMANDS Typically an office environment with adequate lighting, ventilation, and a normal temperature and noise level. Work assignments are diversified, requiring interpretation and application of complex material, data, and instructions. Work is mostly sedentary but may involve walking, standing, bending, reaching, lifting, or carrying objects weighing up to 50 lbs (e.g., papers, books, files, and small parts). Requires moderate dexterity and regular application of basic skills (e.g., calculator, keyboard, hand tools).

Note: The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the role