Position Profile
Accountable for daily operations of a medium to large team that may include a complex site and/or multiple sites. Ensures contract compliance of services including Copy Services, Courier Services, Managed Print Services, Hospitality, Imaging, and Mail Services through SLA performance and client feedback. Responsible for talent selection and assessment, recruiting, hiring, onboarding, employee retention, staff development, succession planning, and performance management, including employee counseling.
Job Duties and Responsibilities- Manage daily operations of a medium to large site while leading a medium-large team of direct reports.
- Prioritize complex projects while managing multiple and competing priorities.
- Foster an inclusive, high-performing team environment in which SLA objectives are consistently met.
- Demonstrate expert knowledge of Ricoh’s products and offerings; provide insights into strategic and tactical issues.
- Improve operational quality through effective use of Ricoh Service Excellence tools.
- Manage staffing and performance of site personnel and Field Service Representative staff.
- Create and maintain a customer-focused environment using end-user feedback and satisfaction surveys.
- Ensure operational quality through achievement of audit and compliance standards.
- Maintain proper staffing levels utilizing internal recruiting and selection processes.
- Motivate employees and recognize accomplishments in alignment with Ricoh Recognition programs.
- Identify and recommend high-performing employees for succession planning.
- Develop assigned staff through Individual Development Plans, mentorship, and succession planning.
- Focus on business retention, customer service, team performance, and profitable growth.
- Support, lead, and manage teams through all phases of Change Management.
- Understand complex processes, identify improvements, perform root cause analysis, and resolve issues to ensure customer satisfaction.
- Identify scope gaps in service delivery and adjust process documentation within client or Ricoh frameworks.
- Facilitate resolution of issues involving pricing, orders, and invoicing through communication with sales teams.
- Maintain regular communication with customers at MS sites and as needed at BIS sites.
- Clearly communicate job expectations and performance consequences; support training, cross-training, coaching, and evaluations.
- Serve as a consultant to customers by improving business processes through workflow enhancements.
- Collaborate with internal and external stakeholders to implement solutions and initiatives.
- Suggest, develop, and implement process improvements to increase quality or productivity.
- Complete Monthly Operations Reviews, site reports, and required documentation.
- Support QSMs.
- Create and deliver site reporting, customer presentations, and business reviews aligned with contractual and value-add requirements.
- Adhere to workplace and facilities standards with an emphasis on hospitality and concierge services; create new standards as needed.
- Understand building operations and business requirements to deliver customer service.
- Review and approve local vendor bills; use the Coupa system and create POs as required.
- Manage vendor relationships and service expectations.
- Partner with Security Teams for business continuity, emergency response, and evacuation planning.
- Perform project management for construction projects, liquidations, bid reviews, space planning, and office moves.
- Review real estate reports for local offices and evaluate cost-saving opportunities.
- Perform other duties as assigned.
- High school diploma or GED required.
- 5+ years of work experience in a related field (B2B and/or technical).
- 2+ years of managerial experience strongly preferred.
- 5+ years of customer-facing experience required.
- Demonstrated strong technical aptitude and understanding of technology.
- Proficiency with Office 360.
- Strategic facilitator with the ability to navigate complex issues.
- Strong presentation skills for large groups.
- Advanced problem‑solving skills.
- Demonstrates managerial courage.
- Expert customer service and technical aptitude.
- Excellent written and verbal communication skills.
- Typical office environment with standard lighting, ventilation, temperature, and noise.
- Requires interpretation and application of complex data, materials, and instructions.
- May include long periods of standing, walking, bending, reaching, stretching, climbing, and lifting up to 50 lbs.
- Regular use of tools, calculator, keyboard, and equipment requiring hand–eye coordination.
- Ability to work flexible hours based on special projects or events.
The above statements describe the general nature and level of work performed. They are not intended to be an exhaustive list of all responsibilities, skills, or working conditions associated with the role.
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.
Top Skills
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.
