Oiffce Services Manager

Site Manager POSITION PROFILE

Accountable for the daily operations of a small- to medium-sized site and manages a small team. Manages 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 staff 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 priorities. Communicates team vision and priorities while creating a positive and supportive work culture to maximize retention.

- Demonstrates working knowledge of Ricoh products and offerings by efficiently utilizing existing products and processes and providing alternatives to opportunities and challenges when appropriate.

- Manages production labor percentages by achieving company-established targets for production labor and quality control labor.

- Improves quality of operations through the effective implementation and management of Ricoh Service Excellence tools and methodologies.

- 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, focusing on business retention and exceptional customer service.

- Ensures operational quality by assisting in the achievement of audit standards, deadline requirements, and compliance objectives through the use of established tools and best practices.

- Ensures proper staffing by matching employee skills and equipment capabilities with production demands.

- Motivates employees and recognizes accomplishments through the Ricoh Recognizes program and other 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.

- Develops and maintains an in-depth understanding of client requirements with support from the AOM, ESM, or NOM.

- Identifies service gaps and scope changes in service delivery and adjusts process documentation to align with client and Ricoh requirements while ensuring financial responsibilities are met.

- Facilitates resolution of issues concerning pricing, order intake, and invoicing through collaboration with the Sales department.

- Creates and supports site reporting, customer presentations, and business reviews to ensure alignment 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 managerial experience strongly preferred.

- Three (3) to five (5) years of customer-facing experience required.

- Demonstrated high level of knowledge and understanding of technology.

- 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 and relationship management skills.

- Strong technical aptitude.

- Excellent written and verbal communication skills.

- Strong leadership and employee development capabilities.

- Ability to effectively prioritize competing responsibilities and deadlines.

- Financial and operational awareness with a focus on service excellence.

- Ability to build and maintain positive customer and employee relationships.

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, including extended periods of standing, walking, bending, reaching, stretching, climbing, and related 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 calculators, keyboards, hand tools, and tasks requiring hand-eye coordination.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, skills, efforts, or working conditions associated with the role.