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About the Role
Accountable for daily operations of small to medium site and manages a small team. Manages contracted services including Copy services, Courier Services, Managed Print services, Hospitality, Imaging and Mail services. Responsible for assessing talent, staff career development, and conducts performance management activities & employee counseling with support from assigned leadership.
Responsibilities
- Manage daily operations of a small-medium size site while managing a small team of direct reports.
- Prioritize multiple and competing priorities, communicate team vision and priorities while creating a helpful and positive work culture to maximize retention.
- Demonstrate working knowledge of Ricoh products and offerings by efficiently using existing products/processes or provides alternatives to opportunities and situations.
- Manage total production labor percentages by achieving percentage of production worker labor and quality control labor established by the company.
- Improve quality of operations while consistently applying effective implementation and management of RICOH Service Excellence tools.
- Ensure achievement of Service Level Agreements by working with the customer to improve business processes, with support of AOM/ESM or NOM.
- Create and maintain a customer-focused environment with regular end-user feedback and customer satisfaction surveys, focusing on business retention and customer service.
- Ensure the quality of operations for shift by assisting in the achievement of goals in Audit and Deadline standards and compliance, utilizing tools and best practices.
- Ensure that location is properly staffed by matching employee skills and equipment with production demands.
- Motivate employees and recognize their accomplishments in a timely manner leveraging the Ricoh Recognizes programs.
- Clearly communicate job expectations/consequences of direct reports by training, cross-training, coaching, counseling, directing, and evaluating the work of subordinates to increase their work output and work quality.
- Identify training and performance planning targets through the development of assigned staff through Individual Development Plan Management.
- Evaluate team member performance and provide career development and training opportunities.
- Maintain formal contact with the customer on a daily basis.
- Possess an in-depth understanding of the client's requirements, with support of AOM/ESM or NOM.
- Identify gaps/scope creep in service delivery and adjust process documentation to work within the client or Ricoh framework while ensuring financial responsibilities are met.
- Facilitate resolution of issues concerning pricing, orders-in and invoicing by interacting and communicating with the sales department.
- Create/support site required reporting, customer presentations and business reviews to ensure alignment with contractual requirements and value add reporting, with support of AOM/ESM or NOM.
- Perform other duties as assigned.
Requirements
- High school or GED is required.
- 3-5 years of work experience in a related field (B2B and/or technical).
- Previous 2 years of managerial work experience strongly preferred.
- Previous 3-5 years Customer facing work experience required.
- Demonstrated high level knowledge and understanding of technology.
- Off 360 proficient user.
Skills
- Strategical thought processor of issues
- Ability to present to a medium sized group
- Complex Problem-Solving Skills
- Professional Customer Service skills
- Professional Technical aptitude
- Professional Written and Verbal Communication skills
Experience Level
- 3-5 years of work experience in a related field
- 2 years of managerial work experience
- 3-5 years Customer facing work experience
Education Level
- High school or GED
Benefits
- Broad selection of medical, dental, life, and disability insurance options.
- Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
- Team member tuition assistance programs.
- Paid vacation time and paid holidays annually.
- Other benefits to enhance health, wellness, and ongoing personal and professional development.
About the Company
- Ricoh is a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success.
- 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.