Technical Specialist II, Electronic/IT

POSITION PROFILE

Provides leadership over assigned territory as well as direction over how managed print and fleet management services are implemented, operationalized, and delivered by RICOH Services Delivery resources for a region and/or industry domain. Provides oversight and expertise to Area and Enterprise management teams by delivering program tools and processes that drive field service execution, account retention, services expansion, attainment of business objectives, and customer satisfaction. Leads the MPS Program Team accountable for the successful implementation of new MPS accounts, service expansions, remediation of operational issues within existing accounts, and continuous governance of MPS field delivery performance. Leads, inspects, and develops the service program. Supports initiatives, action plans, and business tactics aimed at driving continuous improvement and business profitability. By having an overlay view across service delivery phases, fosters continuous improvement of service quality from service design through steady state operations.

JOB DUTIES AND RESPONSIBILITIES

• Accountable for the program oversight of MPS delivery standards and performance. Collaborates with direct and indirect field management to implement remediation actions that improve MPS field delivery performance.
  
• Responsible for compliancy of MPS performance and rate of performance (practices in place, performance audit and certification results, etc.) of their territory
  
• Accountable for the development and deployment of standard operating procedures used by remote and onsite employees (PSS, PFM, SDS, SDM, RAM, GSDM) to successfully deliver fleet management and managed print services
  
• Responsible for managing team of 6 -- 10 Service Governance Managers
  
• Responsible for the direction and successful deployment of MPS implementation resources and activities
  
• Responsible for escalating service issues through area/enterprise leadership
  
• Collaborates with all levels of RUS Service Delivery resources to ensure the consistent delivery of MPS in a manner that meets RICOH business and customer satisfaction objectives
  
• Interacts with any aspects of pre or post sale stakeholders and leadership to support, advise, inspect, consult, approve, and training relative to all aspects of MPS operational delivery and processes
  
• Holds field delivery and leadership accountable for using approved MPS standard operating procedures and guidance
  
• Responsible for the design and/or execution of strategies that promote the sharing of field employee's knowledge and best practices amongst their peers (MPS Community)
  
• Creates mechanisms for monitoring the productivity, performance, and profitability of MPS operational and implementation activities
  
• Manages individual project and Program Team budgets to utilization targets, billable, non-billable, and/or expense goals
  
• Escalates any performance issues through direct staff management
  
• Serves as the Managed Services MPS sponsor communicating program policies and capabilities
  
• Manages staff to ensure customers receive quality support and deliverables including Functional Design Documents, SOWs, Mid-Term Assessment Findings - Recommendations, implementation - project plans, proposals, forecasts, and other output.
  
• Coordinates with Sales and Design counterparts monitoring pipeline activity and scheduling implementation resources appropriately
  
• Subject matter expert relative to the MPS program, services and hardware/software technologies covering multiple teams in a wide geography
  
• Develops CAD documents and Plans of Action for long term projects
  
• Assists strategy development for large net new and expansion opportunities
  
• Initiates and cultivates strong business partnerships across the organization in support of national and global program initiatives and to identify business needs and solutions
  
• Facilitates collaborative problem solving strategies to resolve operational and customer issues through effective communication with all levels
  
• Seeks to increase profit and drive financial results through effective service and supply management; labor and hardware optimization; expansion of services; and continuous improvement opportunities.
  
• Provides overall program reporting and regular account reviews to senior leadership
  
• Daily interaction with Service Delivery staff to provide support and direction
  
• Leads efforts to incorporate and operationalize RICOH product and service portfolio items supporting MPS
  
• Implements and/or supports national training initiatives including the development of focused material, leveraging existing courseware, establishing training goals, facilitating delivery, and providing feedback on training needs and goal achievement
  
• Actively participates in quarterly business reviews, Area/Enterprise/Global strategy sessions
  
• Identify solution delivery gaps and opportunities; develop and execute plans to close the gaps and capitalize on the opportunities
  
• Identify process improvement areas and work with Service Delivery Leadership and Programs teams to develop future operational procedures
  
• Possess a strong working knowledge of the Ricoh organization, including interdepartmental dependencies, processes and policies
  
• Ensures all MPS delivery initiatives are executed in a timely manner and in alignment with quality requirements by utilizing program tools and best practices
  
• Provides content direction of related Site Certification content and participates in Site and Account certifications
  
• Spends an appropriate amount of time in the field to observe account operations, customer feedback, and program effectiveness
  
• Reports program and operational performance to senior management
  
• Team / People Management
  
• Responsible for the direct management of Services Governance Manager resources within RUS
  
• Leverages individual competencies, expertise, and resource geographies to create an effective support team and coverage model
  
• Clearly establishes job expectations by conducting required employee Performance Appraisals and IDPs, establishing a regular cadence of communication and consistently following-up on employee results achieved
  
• Recruits, interviews, hire and train new Services Governance Manager members to ensure appropriate quality staffing levels are maintained. Establishes network of candidates and works to develop the MPS Program Team.
  
• Interacts with MPS Program Team members to plan, coach, advise and review their progress in achieving individual and team utilization and profitability objectives
  
• Performs other duties as assigned
  

QUALIFICATIONS (Education, Experience, and Certifications)

• Requires minimum of 3 years experience of designing, implementing, and/or supervising the delivery of managed print or equivalent services
  
• Requires 4-year college degree or equivalent work experience
  
• ITIL Foundations V3 (or newer) certified
  
• Minimum of 1 year of Project Management experience
  
• Successful track record in management