Workplace Services Manager

Site Manager

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

• Manage the daily operations of a small to medium-sized site while supervising a small team of direct reports.
• Prioritize multiple competing responsibilities while communicating team goals and fostering a positive work environment that supports employee retention.
• Demonstrate working knowledge of Ricoh products and services by effectively utilizing existing solutions and identifying alternative opportunities when appropriate.
• Manage production labor percentages by achieving company-established goals for production and quality control labor.
• Improve operational quality through the effective implementation and management of Ricoh Service Excellence tools.
• Ensure achievement of Service Level Agreements (SLAs) by collaborating with customers to improve business processes, with support from the AOM, ESM, or NOM.
• Create and maintain a customer-focused environment through regular end-user feedback and customer satisfaction surveys, emphasizing customer retention and service excellence.
• Ensure operational quality by supporting achievement of audit, compliance, and deadline standards through the use of best practices and available tools.
• Maintain proper staffing levels by aligning employee skills and equipment resources with production demands.
• Motivate employees and recognize accomplishments in a timely manner through Ricoh Recognizes programs.
• Clearly communicate job expectations and performance standards through training, cross-training, coaching, counseling, direction, and evaluation of team members.
• Identify training and performance objectives and support employee growth through Individual Development Plan (IDP) management.
• Evaluate team member performance and provide career development and training opportunities.
• Maintain regular communication and formal contact with customers on a daily basis.
• Possess a thorough understanding of client requirements, with support from the AOM, ESM, or NOM.
• Identify service delivery gaps or scope changes and adjust process documentation to align with customer and Ricoh requirements while meeting financial objectives.
• Facilitate resolution of pricing, order processing, and invoicing issues by coordinating with the sales department.
• Create and support site reporting, customer presentations, and business reviews to ensure compliance with contractual obligations and value-added reporting requirements, with support from the AOM, ESM, or NOM.
• Perform other duties as assigned.

Qualifications (Education, Experience, and Certifications)

Required

• High school diploma or GED.
• 3-5 years of experience in a related field (B2B and/or technical environment).
• 3-5 years of customer-facing experience.
• Demonstrated high-level knowledge and understanding of technology.
• Proficiency in Microsoft Office 365 applications.

Preferred

• 2+ years of management experience.

Knowledge, Skills, and Abilities

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

Working Conditions, Mental and Physical Demands

• Work is typically performed in an office environment with adequate lighting, ventilation, and a normal range of temperature and noise levels.
• Work assignments are diverse and may require interpreting, comprehending, and applying complex information, data, and instructions, as well as preparing and communicating detailed information.
• Position may require extended periods of standing, walking, bending, reaching, stretching, climbing, and similar physical activities.
• Ability to lift or move items weighing up to 50 pounds.
• Moderate manual dexterity required, including regular use of calculators, keyboards, hand tools, and eye-hand coordination.