Site Manager

POSITION PROFILE
The Site Manager is responsible for the daily operations of a small to medium-sized site and for managing a small team. This role involves overseeing contracted services, including but not limited to: Copy services, Courier Services, Managed Print Services, Hospitality, Imaging, and Mail Services. The Site Manager is also accountable for assessing talent, staff career development, and conducting performance management activities and employee counseling with support from assigned leadership.

Job Duties and Responsibilities

Manage the daily operations of a small to medium-sized site while overseeing a small team of direct reports. Prioritize multiple and competing tasks, clearly communicating team vision and priorities, while fostering a positive work culture to maximize retention. Demonstrate working knowledge of Ricoh products and services by efficiently utilizing existing products/processes or offering alternative solutions. Manage production labor percentages to meet company-established targets for worker labor and quality control labor. Improve operational quality by effectively implementing and managing RICOH Service Excellence tools. Ensure the achievement of Service Level Agreements (SLAs). Work with customers to improve business processes, with support from the AOM/ESM or NOM. Create and maintain a customer-focused environment, regularly gathering end-user feedback and conducting customer satisfaction surveys focused on business retention and service excellence. Ensure operational quality on the shift by meeting audit, deadline, and compliance standards, using tools and best practices. Match employee skills and equipment with production demands to ensure proper staffing. Motivate employees and recognize their accomplishments in a timely manner through Ricoh’s recognition programs. Clearly communicate job expectations and consequences to direct reports by training, cross-training, coaching, counseling, directing, and evaluating subordinates to improve their work output and quality. Develop individual training and performance planning targets for assigned staff through Individual Development Plans (IDP). Evaluate team member performance and provide career development and training opportunities. Maintain formal contact with the customer daily, with support from the AOM/ESM or NOM. Understand the client’s requirements in-depth and identify gaps or scope creep in service delivery. Adjust processes and documentation to work within both the client and Ricoh frameworks while ensuring financial responsibilities are met. Resolve issues concerning pricing, orders, and invoicing by interacting and communicating with the sales department. Create and support site-required reports, customer presentations, and business reviews to ensure alignment with contractual requirements and value-added reporting, with support from the AOM/ESM or NOM. Perform other duties as assigned.

QUALIFICATIONS (Education, Experience, and Certifications)
Typically requires:

High school diploma or GED. 3-5 years of work experience in a related field (B2B and/or technical). A minimum of 2 years of managerial experience is strongly preferred. At least 3-5 years of customer-facing work experience. High-level knowledge and understanding of technology. Proficient in the use of Office 360 or similar applications.

KNOWLEDGE, SKILLS, AND ABILITIES

Strategic problem-solving abilities. Ability to present to a medium-sized group. Complex problem-solving skills. Professional customer service skills. Professional technical aptitude. Strong written and verbal communication skills.

WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS

Typically, an office environment with adequate lighting and ventilation, and a normal range of temperature and noise levels. Work assignments are diversified, requiring the interpretation, comprehension, and application of complex materials, data, and instructions. Some physical effort is required, including long periods of standing, walking, bending, reaching, stretching, climbing, or similar activities, as well as lifting or moving items weighing up to 50 lbs. Moderate dexterity, with regular application of basic skills (calculator, keyboard, hand tools, and 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 this role.