Project Manager, Customer Engineering Services
This position leads a team on complex small projects or a significant segment of a medium-scale project. The role translates customer requirements into executable plans that achieve customer acceptance and meet business objectives. Work is performed with limited day-to-day instruction, and performance is evaluated upon completio of assignments.
The position requires strong project management and communication skills to support Executive Management during solution installations and customer escalations. Acting as a customer advocate, the role partners with local sales, service representatives, and internal Ricoh stakeholders to resolve issues efficiently and restore or improve customer satisfaction with minimal supervision.
Key responsibilities include managing solution assurance for complex installations, facilitating cross-functional collaboration, and ensuring readiness across customer requirements, system capabilities, site preparation, and team preparedness. Through effective communication and leadership, this role drives customer satisfaction, problem resolution, and Ricoh product improvements in a fast-paced, multi-account environment, providing real-time status updates to executive leadership.
The position also supports customer satisfaction survey programs, including administration, analysis, and action planning based on survey results. Regular presentation of customer complaint records, satisfaction conditions, action plans, and resolution status is required during weekly Operations Meetings.
JOB DUTIES AND RESPONSIBILITIES- Support Ricoh customers globally through the management of customer complaints, with guidance from senior team members.
- Communicate directly with customers and account teams to:
- Understand and document current issues
- Define and agree upon customer “conditions of satisfaction”
- Act as the customer liaison to restore satisfaction levels
- Analyze root causes of customer complaints and support requests and manage resolution of pervasive issues.
- Meet assigned performance targets, including response times, customer contact, and resolution metrics.
- Facilitate Solution Assurance Reviews to ensure customer readiness for complex installations.
- Collaborate cross-functionally to update and manage Solution Assurance guides to improve sales and installation efficiency.
- Engage early in complex solution installations, proactively managing issues during installation and production readiness.
- Lead status meetings, track open actions, and drive issues to resolution.
- Maintain accurate customer complaint records and provide timely updates to management on a weekly basis.
- Manage pervasive product and solution issues using complaint management tools and coordinate resolution activities across affected customers.
- Provide regular reporting on solution segment performance, trends, and results to Executive Management, Product Development, Lifecycle Management, and field support teams.
- Provide project management guidance throughout the project lifecycle, including planning, execution, and delivery.
- Manage and motivate cross-functional teams, including customers, suppliers, and internal staff.
- Identify and assess potential business and technical risks in collaboration with management and peers.
- Develop and implement solutions involving scheduling, technology, tools, and methodologies with minimal guidance.
- Ensure assigned project deliverables meet customer requirements and quality expectations.
- Challenge existing procedures and processes to drive continuous improvement, with guidance as appropriate.
- Participate in departmental process improvement initiatives.
- Conduct follow-up with customers and internal teams to ensure 100% customer satisfaction.
- Maintain and build knowledge of Ricoh hardware and software solutions.
- Assume additional responsibilities as assigned.
Education, Experience, and Certifications
Typically Required:- Bachelor’s degree or equivalent experience (including printing industry experience)
- Minimum of 1 year of experience in customer support or problem resolution (printing industry preferred)
- Minimum of 1 year of project management experience (certification preferred)
- Strong customer communication, relationship management, and partnering skills
- Strong written communication skills, including technical summaries, meeting minutes, activity reports, and action plans
- Prior customer support experience
- Knowledge of Ricoh Continuous Forms hardware products
- Knowledge of Ricoh Printing Systems software products
- Strong oral and written communication skills
- Ability to provide 24/7 customer support coverage as required
- Project management skills and/or certification
- Presentation skills
- Working knowledge of Jira (Atlassian) tools
- Basic knowledge of AI concepts and applied use cases
- Primarily an office environment with standard lighting, ventilation, temperature, and noise levels
- Work assignments require the ability to interpret, analyze, and apply complex information and convey it effectively
- Minimal physical effort; work is primarily sedentary with occasional walking, standing, bending, reaching, or lifting items under 10 lbs
- Moderate dexterity required for regular use of standard office tools and equipment
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.
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.
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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