Position Profile:

Accountable for the daily operations of medium to large teams, which may include complex or multiple sites. Ensures compliance with contracted services, such as Copy Services, Courier Services, Managed Print Services, Hospitality, Imaging, and Mail Services, through SLA results and client feedback. Responsible for talent selection and assessment, recruiting, hiring, onboarding, employee retention, staff training & development, succession planning, and performance management, including employee counseling.

Job Duties and Responsibilities:

Manage daily operations of a medium to large site while leading a team of direct reports. Prioritize complex projects while managing multiple competing priorities. Foster an inclusive and high-performing team environment to meet SLA objectives. Possess expert knowledge of Ricoh's products and services, providing strategic and tactical insights. Improve quality of operations through effective implementation and management of Ricoh Service Excellence tools. Responsible for staffing and performance management of site personnel and Field Service Representatives. Create and maintain a customer-focused environment through regular feedback and satisfaction surveys. Ensure the quality of operations by meeting audit and deadline standards, utilizing best practices. Promote effective recruiting and selection processes to attract and hire talent. Recognize and motivate employees through the Ricoh Recognition programs. Identify and recommend high performers for succession planning and manage employee retention and counseling. Develop assigned staff through Individual Development Plan Management and mentorship. Focus on business retention, customer service, high-performing teams, and profitable growth. Support and lead the team through all phases of Change Management. Understand and improve complex processes, conducting root cause analysis to ensure customer satisfaction. Identify gaps in service delivery and adjust process documentation accordingly. Facilitate issue resolution concerning pricing, orders-in, and invoicing in collaboration with the sales department. Maintain formal contact with customers as required. Clearly communicate job expectations and consequences to direct reports, enhancing their output and quality. Consult with customers to improve business processes through workflow enhancements. Collaborate with leaders, team members, and customers to implement solutions or initiatives. Suggest, develop, and implement process improvements for quality and productivity. Complete Monthly Operations Review, site reports, and other necessary paperwork. Support QSMs and conduct required reporting, customer presentations, and business reviews. Perform other duties as assigned.

Qualifications (Education, Experience, and Certifications):

High school diploma or GED required. 5+ years of work experience in a related field (B2B and/or technical). 2+ years of managerial work experience preferred. 5+ years of customer-facing work experience required. High-level knowledge and understanding of technology. Proficiency in Microsoft Office 365.

Knowledge, Skills, and Abilities:

Strategic facilitator of complex issues. Ability to present to large groups. Complex problem-solving skills. Demonstrates managerial courage. Expert customer service skills. High technical aptitude. Excellent written and verbal communication skills.

Working Conditions, Mental and Physical Demands:

Typically, an office environment with adequate lighting, ventilation, and a normal range of temperature and noise levels. Diverse work assignments require interpreting, comprehending, and applying complex material, data, and instructions. Some physical effort is required, including long periods of standing, walking, bending, reaching, stretching, climbing, or similar activities, and lifting or moving items weighing up to 50 lbs. Moderate dexterity is required for regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination).

The above statements describe the general nature and level of work performed by individuals 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.