Site Manager

POSITION PROFILE

Accountable for daily operations of small to medium site and manages small team. Manages contracted services including, but not limited to: 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.

Job Duties and Responsibilities

• Responsible to manage daily operations of a small-medium size site while managing a small team of direct reports.
• Prioritizes multiple and competing priorities. Communicates team vision and priorities while creating a helpful and positive work culture to maximize retention.
• Demonstrates working knowledge of Ricoh products and offerings by efficiently using existing products/processes or provides alternatives to opportunities and situations.
• Manages total production labor percentages by achieving percentage of production worker labor and quality control labor established by the company.
• Improves quality of operations while consistently applying effective implementation and management of RICOH Service Excellence tools.
• Ensuring achievement of Service Level Agreements, the Site Manager is responsible for working with the customer to improve business processes, with support of AOM/ESM or NOM.
• Creates and maintains a customer-focused environment with regular end-user feedback and customer satisfaction surveys, focusing on business retention and customer service.
• Ensures 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.
• Ensures that location is properly staffed by matching employee skills and equipment with production demands.
• Motivates employees and recognizes their accomplishments in a timely manner leveraging the Ricoh Recognizes programs.
• Clearly communicates job expectations/consequences of direct reports by training, cross-training, coaching, counseling, directing, 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.
• Responsible for evaluating team member performance and providing career development and training opportunities.
• Maintains formal contact with the customer on a daily basis.
• Must 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.
• Facilitates resolution of issues concerning pricing, orders-in and invoicing by interacting and communicating with Sales department.
• Is responsible for creating/supporting 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.
• Performs other duties as assigned.

QUALIFICATIONS (Education, Experience, and Certifications) Typically Requires:

• 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.
• Office 365 proficient user.

KNOWLEDGE, SKILLS AND ABILITIES

• Strategic 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.

WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS

• Typically, an office environment with adequate lighting and ventilation, and a normal range of temperature and noise level.
• Work assignments are diversified. Interpret, comprehend, and apply complex material, data and instruction; prepare, provide and convey diversified information.
• Some physical effort is required which may involve long periods of standing, walking, bending, reaching, stretching, climbing or similar activities, as well as lifting or moving items weighing up to 50 lbs.
• Moderate dexterity; regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination).