WorkMyWay

Manager, Service Advantage

POSITION PROFILE

This position is directly responsible for executing and managing the operation strategy set by the Service Advantage Leadership team for consistency in account enterprise governance.

Maintain contractual compliance to ensure consistency in site-level performance and service excellence standards.

The SA Manager's focus should be on employee selection, development, succession planning, site-level customer experience, and meeting profit and operational objectives for each customer within their assigned locations.

This position is a key member of the FS and Service Advantage Operations team.

Job Duties and Responsibilities

?·         Promotes effective use of internal recruiting and selection process to attract and hire talent.

?·         Identify employee training and development expectations through formal competency assessments and Ricoh training offerings to achieve proficiencies.

?·         Arranges assignments, training, and other experiences to build team members' learning, development, and job satisfaction.

?·         Direct management of Service Advantage Services employees within assigned accounts.

?·         Direct management and on-site inspection of FSR performance.

?·         Establishes goals, clarifies roles and responsibilities, and holds workgroup members (Internal/External) accountable.

?·         Continually monitor, evaluate, and recognize employee excellence leveraging the Ricoh Recognizes program.

?·         Responsible for succession planning through the development of promotable candidates.

?·         Develops key relationships with site customers

?·         Identify gaps in service delivery and adjust process documentation to work within the client or Ricoh framework in collaboration with the FS NOM and Service Advantage Leadership.

?·         Knowledgeable of and able to navigate Ricoh's internal structure and facilitates cadence for internal communications as required

?·         Conduct and support account certifications to inspect service delivery standards, ensuring compliance and driving continuous improvement

?·         Supports the Service Advantage New Partner Site activation process as required.

?·         Develops and maintains Site Procedure guides, training programs, and other relevant material to support the ATS Resident and Traveling Tech programs and field support of Service Advantage products.

?·         Provides and supports knowledge transfer, hiring, coaching, and optimization of the ATS (Advanced Technician Specialist) role as needed.

?·         With approval, recruits, interviews, and hires new ATS technicians for Onsite and/or Project-based work.

?·         Inspires and motivates team members to deliver excellent customer service through the OnTrack and PDR performance management systems.

?·         Monitors and manages activity to ensure service level agreements are met.

?·         Able to support, lead and manage teams through all phases of Change Management

?·         Creates and maintains a customer-focused environment and RSE standards, with regular site inspections, end-user feedback, and customer satisfaction surveys

?·         Owns site customer escalations, root cause analysis, and collaborates with NOM/Service Advantage Leadership on issue resolutions to ensure optimal customer satisfaction.

?·         Is responsible for creating/conducting site-required reporting, presentations, and business reviews to ensure alignment with contractual requirements.

?·         Responsible for effective management of RICOH Service Excellence within assigned accounts

?·         Ensure site documentation quality is being maintained and relevant to capture changes in customer/Ricoh services by inspection of SOP guide and validation of procedures for the on-site service

?·         Maintains current knowledge of Ricoh service solutions

?·         Responsible for accurate and timely billing submission

?·         Regularly inspection of site account receivable status

?·         Coordinates month-end closing and other necessary accounting functions.

?·         Performs other duties as assigned

Qualifications (Education, Experience, and Certifications)

?·         College degree is preferred.

?·         Requires 5-7 years of multi-site operations management experience in a professional business setting, preferably in services management or related outsourcing industry.

?·         Requires successful completion of all assigned training (internal candidates).

?·         Requires valid driver's license and minimum levels of auto insurance coverage per Ricoh policy.

KNOWLEDGE, SKILLS, AND ABILITIES

?·         Requires a strong team approach to business and a successful track record in motivating and managing a staff

?·         Good customer service skills

?·         Good presentation and communications skills

?·         Ability to use PC and the appropriate software

WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS

?·         Typically, an office environment with adequate lighting, ventilation, and a normal range of temperature and noise level.

?·         Work assignments are diversified. Interpret, comprehend and apply complex material, data and instruction ?· prepare, provide and convey diversified information.

?·         Work is mostly sedentary but does require walking, standing, bending, reaching, lifting, or carrying objects that could weigh up to 50 lbs. (e.g., papers, books, files, small parts, etc.).

?·         Moderate dexterity ?· 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 intended to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with a job.