WorkMyWay

The Service Advantage (SA) Manager leads multi‑site service operations for Ricoh’s Service Advantage accounts—driving contractual compliance, customer experience, employee development, and profit objectives across assigned locations.

Primary Responsibilities

• Recruit, train, coach, and performance‑manage SA technicians and FSRs; oversee succession planning and recognition programs.

• Ensure site‑level adherence to service procedures, KPIs, safety guidelines, and Ricoh Service Excellence (RSE) standards.

• Build strong client relationships; conduct routine site inspections, certifications, business reviews, and resolve escalations/root‑cause issues.

• Monitor service delivery, identify process gaps, update SOPs, and lead change‑management initiatives in collaboration with FS NOM and SA leadership.

• Activate new partner sites, maintain procedure guides/training programs, and manage ATS (Advanced Technician Specialist) hiring/onboarding.

• Control costs, submit accurate/timely billing, reconcile A/R, and coordinate month‑end close and other accounting functions.

• Maintain regular internal communications cadence; provide required reporting and presentations.

Required Experience

• 5–7 years of multi‑site operations management in services/out‑sourcing environments.

• Proven track record motivating and leading diverse teams; strong customer‑service, presentation, and communication skills.

• Valid driver’s license and auto insurance per Ricoh policy.

Required Education

• Bachelor’s degree preferred; equivalent combination of education and experience accepted.

Work Environment

• Predominantly office setting with normal lighting, ventilation, and noise.

• Primarily sedentary with occasional walking, standing, bending, and lifting/carrying up to 50 lbs.

• Moderate dexterity using computers, standard office tools, and occasional handling of supplies/equipment.

About the Company

Ricoh is a global integrated solutions provider that connects people and technology, delivering innovative digital‑workplace services that help organizations work smarter, unlock information’s full potential, and foster a culture of excellence, sustainability, and continuous employee growth.