WorkMyWay

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 Services, Imaging, and Mail Services. Responsibilities include service level agreement (SLA) results, client feedback, talent management, recruiting, hiring, onboarding, employee retention, staff training & development, succession planning, and performance management.

Primary Responsibilities

• Manage daily operations of a medium-to-large size site and team of direct reports.
• Prioritize complex projects while managing multiple and competing priorities.
• Foster an inclusive, high-performing team environment achieving SLA objectives.
• Apply expert knowledge of Ricoh products and offerings while providing strategic and tactical insights.
• Improve quality of operations using Ricoh Service Excellence tools.
• Manage staffing and performance management of assigned site personnel and Field Service staff.
• Maintain a customer-focused environment with regular feedback and satisfaction surveys.
• Ensure operational goals for audit, deadlines, and compliance are achieved.
• Recruit, hire, and retain employees through effective staffing practices.
• Motivate, recognize, and develop employees using Ricoh Recognition and Individual Development Plans.
• Manage business retention, customer service, high-performance teams, and profitable growth.
• Lead teams through all phases of Change Management.
• Analyze complex processes and identify operational improvements.
• Resolve service delivery issues and update process documentation as needed.
• Facilitate issue resolution with the sales department regarding pricing, orders, and invoicing.
• Conduct daily customer contact and regular reviews.
• Provide clear direction, training, coaching, and evaluation of direct reports.
• Act as a business process consultant to customers.
• Collaborate with leaders, team members, and customers to implement solutions.
• Suggest, develop, and implement process improvements for quality and productivity.
• Complete required operational reports and business reviews.
• Support Quality Service Managers and customer reporting.
• Perform other duties as assigned.

Required Experience

• 5+ years of work experience in a related field (B2B and/or technical).
• At least 2 years of managerial work experience strongly preferred.
• 5 years of customer-facing work experience required.

Required Education

• High school diploma or GED.

Work Environment

• Typically an office environment with adequate lighting, ventilation, and normal temperature and noise levels.
• Work assignments are diversified, requiring comprehension and application of complex material, data, and instructions.
• Physical effort may involve standing, walking, bending, reaching, stretching, climbing, or lifting/moving items up to 50 lbs.
• Moderate dexterity required for tasks involving calculators, keyboards, hand tools, and eye/hand coordination.

About the Company

Come Create at Ricoh:
If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success.

Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information to unlock the potential in every organization.

Invest in Yourself:
At Ricoh, you can:

• Choose from a broad selection of medical, dental, life, and disability insurance options.
• Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
• Augment your education with tuition assistance programs.
• Enjoy paid vacation and holidays annually.
• Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.