WorkMyWay

The Manager I, Production Field Services leads a team of production‑print service technicians (75 % + production specialists) and owns service delivery for high‑end Ricoh production accounts. The role balances customer satisfaction with revenue and gross‑profit goals by optimizing resources, driving SLA performance, and acting as an executive‑level customer advocate across a multi‑state territory.

Primary Responsibilities

• Direct, coach, and performance‑manage production print technicians; inspire engagement through the ON‑Track program.

• Build strong relationships with senior/executive customer contacts; develop account‑specific SLAs and service objectives with Production Sales and Ricoh leadership.

• Allocate territories, staffing, parts, education, and travel to meet SLA, cost, and GP targets; monitor KPIs and implement corrective actions.

• Own 24/7 service escalation for critical production sites; engage higher‑tier support and escalate to senior leadership as needed.

• Analyze root causes of product or service issues; execute proactive, data‑driven solutions and share best practices across regions.

• Recruit, interview, and onboard new production technicians; provide timely performance appraisals.

• Lead or participate in cross‑functional projects that enhance technical skills, revenue growth, cost efficiency, and overall production print performance.

• Plan staffing around customers’ production schedules (month‑end, quarter‑end, year‑end, etc.); communicate proactively with clients and internal partners.

• Review high/low GP accounts, implement improvement strategies, and act as primary advocate for multi‑region customers headquartered in the territory.

• Perform additional duties or special projects; travel as required.

Required Experience

• 6 + years of relevant service or operations management experience, including leadership of field technicians.

• Demonstrated success managing P&L or cost centers (parts, labor, travel, training).

• Proven record of executive‑level customer interaction, SLA management, and complex problem resolution.

• Strong analytical, organizational, written, and verbal communication skills; proficiency with common business applications.

Required Education

• Associate degree or college coursework in business management (Bachelor’s degree preferred).

Work Environment / Working Conditions

• Primarily office–based with standard lighting, temperature, and noise levels.

• Regular visits to client production facilities; occasional exposure to construction, manufacturing, or home‑office sites.

• 24/7 escalation responsibility may require off‑hour support and overnight travel.

• Minimal physical effort (lifting < 10 lbs) but frequent computer and calculator use for analysis and reporting.

About the Company
Ricoh is a global integrated solutions provider that connects people and technology to create outstanding customer experiences and drive innovation. Through its digital‑workplace services, Ricoh helps organizations work smarter from anywhere, unlock information’s full potential, and foster a culture committed to excellence, sustainability, and continuous employee development.