WorkMyWay

Position Profile

Accountable for daily operations of a medium to large team that may include a complex site and/or multiple sites. Ensures contract compliance for services including (but not limited to): Copy Services, Courier Services, Managed Print Services, Hospitality, Imaging, and Mail Services through SLA results and client feedback.

Responsible for selecting and assessing talent, recruiting, hiring, onboarding, training & development, employee retention, succession planning, and performance management (including employee counseling).

• Responsible for managing daily operations of a medium–large size site while overseeing a medium–large team of direct reports.
• Prioritizes complex projects while effectively managing multiple and competing priorities.
• Fosters an inclusive and high-performing team environment in which SLA objectives are met.
• Expert knowledge of Ricoh’s products and offerings; consistently consults and provides insights into strategic and tactical issues by seeking input from counterparts in other business units.
• Improves quality of operations by applying effective implementation and management of RICOH Service Excellence tools.
• Responsible for staffing and performance management of assigned site personnel and Field Service Representative staff.
• Creates and maintains a customer-focused environment through end-user feedback and customer satisfaction surveys, with active Commitment Action Documents.
• Ensures operational quality by supporting achievement of goals in audit and deadline standards using tools and best practices.
• Ensures proper staffing through effective use of internal recruiting and selection processes.
• Motivates employees and recognizes achievements using Ricoh recognition programs.
• Identifies and recommends high performers for succession planning. Responsible for retention, performance management, and employee counseling.
• Identifies training needs and performance development opportunities through Individual Development Plans, succession planning, and mentorship.
• Focuses on business retention, customer service, high-performing teams, and profitable growth.
• Supports, leads, and manages teams through all phases of Change Management.
• Understands complex processes, identifies improvements, conducts root-cause analysis, and resolves issues to ensure optimal customer satisfaction.
• Identifies gaps or scope creep in service delivery and adjusts process documentation within client or Ricoh frameworks, with AOM/ESM/NOM support.
• Facilitates resolution of pricing, orders-in, and invoicing issues through coordination with the sales department.
• Maintains formal contact with the customer daily in MS and as needed in BIS.
• Clearly communicates job expectations by training, cross-training, coaching, counseling, directing, and evaluating staff to improve work output and quality.
• Acts as a consultant to customers to improve business processes through workflow enhancements and appropriate services.
• Collaborates with leaders, team members, and internal/external customers to implement solutions or initiatives.
• Suggests, develops, and implements process improvements that increase quality or productivity.
• Completes Monthly Operations Reviews, site reports, and required paperwork.
• Supports QSMs.
• Creates and conducts required reporting, customer presentations, and business reviews to ensure alignment with contractual requirements and value-added reporting.
• Performs other duties as assigned.

Typically Requires:

• High school diploma or GED.
• 5+ years of related work experience (B2B and/or technical).
• 2+ years of managerial experience strongly preferred.
• 5+ years of customer-facing experience required.
• Demonstrated high-level understanding of technology.
• Proficient user of MS Office 360.

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

• Typically an office environment with adequate lighting, ventilation, and normal temperature and noise levels.
• Work assignments are diversified; requires interpreting and applying complex material, data, and instructions, and preparing and conveying varied information.
• Some physical effort required, including standing, walking, bending, reaching, stretching, climbing, or lifting/moving items up to 50 lbs.
• Moderate dexterity—regular use of basic tools (keyboard, calculators, hand tools) and eye/hand coordination.

Note:
The above statements are intended to describe the general nature and level of work being performed. They are not an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job.