POSITION PROFILE
The Site Leader is responsible for the daily operations of a small site, acting as the go-to person for a small team. The Site Leader ensures that customer service expectations are met and manages facility-related issues by reporting and escalating to assigned leadership. Additionally, the Site Leader assists in maintaining acceptable profit levels and performing contracted office services, including but not limited to Copy Services, Courier Services, Managed Print Services, Hospitality, Imaging, and Mail Services. The Site Leader also handles customer issues and contract compliance for sites without an assigned Site Manager.

JOB DUTIES AND RESPONSIBILITIES

Manage daily operations of a mail room, copy center, or scanning facility, operating office equipment (e.g., PC, Copiers, Multifunction Devices, Imaging & Mail Equipment). May oversee Courier Services, Reception Services, Switchboard Operations, Shipping & Receiving, and Mail delivery/processing. Act as the primary point of contact for a small team of employees, assisting with job assignments, project scheduling, supervising breaks, and escalating facility-related issues to assigned leadership. Serve as the go-to person for customer issues and contract compliance at sites without an assigned Site Manager. Responsible for training and developing assigned staff. Manage formal communication with the customer on a daily basis. Effectively implement and manage RICOH Service Excellence programs. Analyze problems with minimal guidance, managing their resolution. Understand and execute contractual Service Level Agreements (SLAs), tracking progress, compliance, and performance improvement measures. Assist leadership with recruitment, staffing, and performance management for site personnel. Maintain positive internal working relationships by communicating professionally with department employees. Provide training on workflow and machine operations as needed. Ensure profitability by supervising the use of company materials and supplies. Achieve quality and deadline standards through effective job scheduling practices. Hold team members accountable for the quality and efficiency of their work. Resolve issues related to pricing and orders by interacting with the sales department. Complete site reports and other required paperwork in a timely and accurate manner. May handle daily routine tasks, including work orders, contractor monitoring, inspections, and facility-related issues. Interact with contracted vendors, facility management, and building occupants as needed. Manage office supply inventory and reordering. Oversee conference room coordination and A/V equipment resource management. Complete month-end management reports in the absence of the Site Manager. Assist with training and development of site personnel as needed. Place requisitions for site products and supplies using 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 strongly preferred. 2+ years of customer-facing work experience required. Proficient knowledge and understanding of technology is essential.

KNOWLEDGE, SKILLS, AND ABILITIES

Tactical facilitator of processes. Ability to present to a small group. Moderate problem-solving skills. Intermediate customer service skills. Intermediate technical aptitude. Strong written and verbal communication skills.

WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS

Office environment with adequate lighting, ventilation, and a normal range of temperature and noise levels. Work assignments are diversified, requiring the ability to interpret, comprehend, and apply complex material, data, and instructions. Some physical effort required, including walking, standing, bending, reaching, lifting, or carrying objects up to 50 lbs. (e.g., papers, books, files, small parts). Moderate dexterity required, with regular application of basic skills (calculator, keyboard, hand tools, 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 an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job.