Site Manager

POSITION PROFILE

Accountable for the daily operations of a small- to medium-sized site and manages a small team. Oversees contracted services including, but not limited to, Copy Services, Courier Services, Managed Print Services, Hospitality Services, Imaging Services, and Mail Services.

Responsible for assessing talent, supporting employee career development, conducting performance management activities, and providing employee counseling with support from assigned leadership.

Job Duties and Responsibilities

• Responsible for managing the daily operations of a small- to medium-sized site while supervising a small team of direct reports.
• Prioritizes multiple and competing responsibilities.
• Communicates team vision and priorities while fostering a positive and supportive work environment that promotes employee retention.
• Demonstrates working knowledge of Ricoh products and service offerings by efficiently utilizing existing solutions and recommending alternatives when appropriate.
• Manages production labor percentages by achieving company-established production labor and quality control targets.
• Improves operational quality through the effective implementation and management of Ricoh Service Excellence tools.
• Ensures achievement of Service Level Agreements (SLAs) and works with customers to improve business processes, with support from the AOM, ESM, or NOM.
• Creates and maintains a customer-focused environment through regular end-user feedback and customer satisfaction surveys, emphasizing business retention and customer service.
• Ensures quality operations by supporting compliance with audit standards, deadline requirements, and established best practices.
• Ensures proper staffing by aligning employee skills and equipment resources with production demands.
• Motivates employees and recognizes accomplishments through the Ricoh Recognizes program and other employee recognition initiatives.
• Clearly communicates job expectations and performance standards through training, cross-training, coaching, counseling, directing, and evaluating employee performance to improve productivity and quality.
• Identifies training and performance development opportunities through Individual Development Plan (IDP) management.
• Evaluates team member performance and provides career development and training opportunities.
• Maintains formal daily contact with customers.
• Maintains an in-depth understanding of client requirements, with support from the AOM, ESM, or NOM.
• Identifies service delivery gaps or scope changes and adjusts process documentation to align with client and Ricoh requirements while ensuring financial objectives are met.
• Facilitates resolution of pricing, order entry, and invoicing issues through interaction and collaboration with the Sales team.
• Creates and supports site reporting, customer presentations, and business reviews to ensure compliance with contractual requirements and value-added reporting expectations, with support from the AOM, ESM, or NOM.
• Performs other duties as assigned.

Qualifications (Education, Experience, and Certifications) Typically Required:

• High school diploma or GED required.
• Three (3) to five (5) years of experience in a related field (B2B and/or technical environment).
• Two (2) years of management or leadership experience strongly preferred.
• Three (3) to five (5) years of customer-facing experience required.
• Demonstrated high level of technology knowledge and understanding.
• Proficiency with Microsoft Office 365 applications.

Knowledge, Skills, and Abilities

• Strategic thinking and problem-solving skills.
• Ability to present information to medium-sized groups.
• Strong analytical and complex problem-solving abilities.
• Professional customer service skills.
• Strong technical aptitude.
• Excellent written and verbal communication skills.

Working Conditions, Mental and Physical Demands

• Typically works in an office environment with adequate lighting, ventilation, and normal temperature and noise levels.
• Work assignments are varied and require the ability to interpret, comprehend, and apply complex information, data, and instructions, as well as prepare, communicate, and present a wide range of information.
• Some physical effort is required, which may include extended periods of standing, walking, bending, reaching, stretching, climbing, and similar activities, as well as lifting or moving items weighing up to 50 pounds.
• Requires moderate manual dexterity and regular use of office equipment and tools, including keyboards, calculators, and other equipment requiring hand-eye coordination.