Senior Site Manager, MS Site Management
Position Profile
Accountable for daily operations of a medium‑ to large‑size team that may include a complex site and/or multiple sites. Ensures contract compliance of contracted 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, employee retention, staff training & development, succession planning, and conducting performance management including employee counseling.
- Manage daily operations of a medium‑large site while leading a medium‑large team of direct reports.
- Prioritize complex projects while managing multiple competing priorities.
- Foster an inclusive, high‑performing team environment in which SLA objectives are met.
- Maintain expert knowledge of Ricoh products and offerings; consistently consult and provide insights into strategic and tactical issues by seeking input from counterparts across business units.
- Improve operational quality through effective implementation and management of RICOH Service Excellence tools.
- Responsible for staffing and performance management of assigned site personnel and Field Service Representative staff.
- Create and maintain a customer‑focused environment through regular end‑user feedback, customer satisfaction surveys, and active Commitment Action Documents.
- Ensure operational quality by assisting in achieving goals related to audits, deadlines, and compliance using tools and best practices.
- Ensure proper staffing by leveraging internal recruiting and selection processes to attract and hire talent.
- Motivate employees and recognize accomplishments using Ricoh Recognition programs.
- Identify and recommend high performers for succession planning; responsible for employee retention, performance management, and counseling.
- Identify training and performance planning needs through Individual Development Plans, succession planning, and mentorship.
- Focus on business retention, customer service, high‑performing teams, and profitable growth.
- Support, lead, and manage teams through all phases of Change Management.
- Understand complex processes, seek ways to improve operational effectiveness, conduct root‑cause analysis, and resolve issues to ensure optimal customer satisfaction.
- Identify gaps or scope creep in service delivery and adjust process documentation within client or Ricoh frameworks, with support from AOM/ESM or NOM.
- Facilitate resolution of pricing, order‑in, and invoicing issues by communicating with the sales department.
- Maintain formal customer contact daily in MS and as needed in BIS.
- Clearly communicate job expectations and consequences to direct reports through training, cross‑training, coaching, counseling, directing, and evaluating work output and quality.
- Act as a consultant to customers to improve business processes through workflow enhancements and appropriate services.
- Collaborate with leaders, team members, and internal/external customers to implement solutions or initiatives.
- Suggest, develop, and implement process improvements that increase quality or productivity.
- Complete Monthly Operations Reviews, site reports, and other required documentation.
- Support QSMs.
- Create and conduct site‑required reporting, customer presentations, and business reviews to ensure alignment with contractual requirements and value‑add reporting.
- Perform 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 knowledge and understanding of technology.
- Proficiency with Office 360.
- Strategic facilitation of complex issues.
- Ability to present to large groups.
- Strong complex‑problem‑solving skills.
- Demonstrates managerial courage.
- Expert customer service skills.
- Expert technical aptitude.
- Expert written and verbal communication skills.
- Typical office environment with adequate lighting, ventilation, and normal temperature/noise levels.
- Work assignments are diversified; must interpret, comprehend, and apply complex material, data, and instructions; prepare and convey diversified information.
- Some physical effort required, including long periods of standing, walking, bending, reaching, stretching, climbing, and lifting/moving items up to 50 lbs.
- Moderate dexterity required, including regular use of calculators, keyboards, hand tools, and eye/hand coordination.
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. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence.
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—how it is collected, stored, managed, and shared—to unlock the potential in every organization. We deliver services and technologies that inspire our customers’ success and guide them toward a better and more sustainable future. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.
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 team member tuition assistance programs.
- Enjoy paid vacation time and paid holidays annually
- Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.
Skills Required
- High school diploma or GED
- 5+ years of related work experience (B2B and/or technical)
- 2+ years of managerial experience
- 5+ years of customer-facing experience
- Demonstrated high-level knowledge and understanding of technology
- Proficiency with Office 360
What We Do
Ricoh USA is an information management and digital services company connecting technology, processes, and people. As part of a global leader, we create competitive advantage for over 1.4 million businesses and solve problems for companies large and small. Every day our more than 90,000 global employees serve a vast array of industries designing and optimizing end-to-end business solutions. At the forefront of innovation, we use a wide range of systems, platforms, and image technology to make data accessible to people faster and with more insight than ever before.
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