Position Profile

The Site Leader is responsible for the daily operations of a small-site office. They act as the go-to person for a small team by reporting and escalating facility-related issues to assigned leadership. They assist in maintaining acceptable profit levels and ensure that customer service level expectations are met. The Site Leader is also responsible for performing contracted office services including, but not limited to: copy services, courier services, managed print services, hospitality, imaging, and mail services. This role is the point person for customer issues and contract compliance in sites without an assigned Site Manager.

Job Duties and Responsibilities Oversee the operations of the mail room, copy center, or scanning facility. Operate office equipment such as PCs, copiers, multifunction devices, imaging & mail equipment. May include courier services, reception services, switchboard operations, shipping & receiving, and the delivery and processing of mail. Act as the go-to person for a small team. Assist with job assignments, project scheduling, supervising mandatory break times, and reporting/escalating facility-related issues to leadership. Serve as the primary contact for customer issues and contract compliance at sites without a Site Manager. Responsible for the training and development of assigned staff. Handle formal contact with the customer on a daily basis, ensuring strong relationships and satisfaction. Implement and manage RICOH Service Excellence programs. Analyze and resolve problems with minimal guidance, managing resolutions efficiently. Understand Service Level Agreements (SLAs), track progress, and ensure compliance. Report performance and improvement measures to customer key contacts. Assist leadership with recruiting, staffing, and performance management of site personnel. Maintain positive internal relationships by communicating professionally with all department employees. Provide training on workflow processes and machine operations as needed. Ensure shift profitability by effectively supervising the use of company materials and supplies. Meet quality and deadline standards by utilizing effective job scheduling practices. Ensure efficient workflow by holding team members accountable for quality and efficiency. Facilitate resolution of pricing and order issues through interaction with the sales department. Complete site reports and other paperwork on time and accurately. Maintain routine functions such as creating/completing work orders, contractor monitoring, inspections, and reporting facility-related issues. Provide support as required. May involve interaction with contracted vendors, facility management, and occupants. May be responsible for office supply inventory reordering. May be responsible for coordinating conference room and A/V equipment resources. Complete the month-end management report in the absence of the Site Manager. Place requisitions for site products and supplies through Oracle's iProcurement application. Perform 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 and customer-facing work experience (2+ years) strongly preferred. Demonstrated proficient knowledge and understanding of technology. Knowledge, Skills, and Abilities  Ability to facilitate processes effectively.  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 in an office environment with adequate lighting, ventilation, and a normal range of temperature and noise. Work assignments are diversified, requiring interpretation and application of complex materials, data, and instructions. While the job is mostly sedentary, some physical effort is required. It includes walking, standing, bending, reaching, lifting, or carrying objects weighing up to 50 lbs (e.g., papers, books, files, and small parts). Moderate dexterity required, with regular application of basic skills such as using a calculator, keyboard, and hand tools, as well as eye/hand coordination. The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job.