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📌 Position Profile: Manager I, Production Field Services

Department: Corporate HR Reports To: Corporate HR Specialist Location: U.S. Production Print Operations

🎯 Role Summary

The Manager I, Production Field Services leads and supports a team of production print service technicians, ensuring the delivery of high-quality, cost-effective service to Ricoh’s high-end production print accounts. This role is critical to maintaining customer satisfaction, achieving service delivery goals, and supporting overall sales, revenue, and gross profit targets.

Team Composition Requirement: At least 75% of direct reports must be production print technicians.

🛠️ Key Responsibilities Leadership & Team Management

Direct and support a team of production print technicians to ensure timely, efficient, and high-quality service delivery.

Inspire and motivate team members through Ricoh’s ON-Track performance management program.

Conduct regular performance appraisals and manage staffing, training, and development.

Recruit, interview, and hire new technicians (with approval).

Organize work assignments to maximize efficiency and job enrichment (e.g., territories, special projects).

Customer Engagement & Satisfaction

Serve as the primary service liaison for senior/executive-level customer contacts.

Ensure 24/7 customer satisfaction by managing critical situations, escalating issues, and coordinating technical support.

Develop and implement customer-specific SLAs and service goals in collaboration with Sales and senior leadership.

Act as a customer advocate for multi-region accounts headquartered in the manager’s territory.

Operational Excellence

Monitor and manage service delivery costs, including parts, staffing, travel, and education.

Review and act on performance reports for high/low GP accounts, sharing best practices across teams.

Ensure compliance with productivity KPIs and account-specific service gross profit goals.

Support production schedules (e.g., month-end, quarter-end runs) with proactive planning.

Strategic Collaboration

Partner with Production Sales and Ricoh leadership to promote solutions and articulate Ricoh’s value proposition.

Lead or participate in cross-functional/regional initiatives to improve technical skills, reduce costs, and drive revenue.

Communicate proactively with customers, peers, and business partners to strengthen Ricoh’s brand and relationships.

🎓 Qualifications Education

Associate degree or college-level coursework in business management required.

Bachelor’s degree preferred.

Experience

Minimum of 6 years of relevant experience in service delivery or production print operations.

💡 Skills & Competencies

Strong leadership and supervisory capabilities.

Excellent interpersonal, verbal, and written communication skills.

High-level customer service acumen, including executive-level engagement.

Strong organizational and analytical skills.

Proficient in computer applications and data analysis.

? Working Conditions & Demands

Office-based with regular travel to customer sites (including exposure to varied environments and weather).

Occasional overnight travel and off-hours work required for emergency service situations.

High-stress environment due to direct impact on customer satisfaction and service continuity.

Minimal physical effort; regular use of computer and calculator for data analysis.