About this role
Site Leader
POSITION PROFILE
Accountable for the daily operations of a small site and acts as a go-to person for a small team by reporting and escalating facility-related issues to assigned leadership. Assists in maintaining acceptable profit levels and ensures that customer service level expectations are met. Responsible for performing contracted office services including, but not limited to, Copy Services, Courier Services, Managed Print Services, Hospitality, Imaging, and Mail Services. The Site Leader is the point person on-site for customer issues and contract compliance for sites with no Site Manager assigned.
Job Duties and Responsibilities
- Responsible for daily operations of a mail room, copy center, or scanning facility, including operating office equipment such as PCs, copiers, multifunction devices, imaging equipment, and mail equipment.
- May be responsible for:
Courier Services
- Reception Services
- Switchboard Operations
- Shipping & Receiving
- Delivering and Processing Mail
- Acts as a go-to person for a small team of employees while assisting with job assignments, scheduling projects, supervising mandatory break times, and reporting and escalating facility-related issues to assigned leadership.
- Serves as the point person on-site for customer issues and contract compliance for sites with no Site Manager assigned.
- Responsible for training and development of assigned staff.
- Handles formal contact with customers on a daily basis.
- Responsible for effective implementation and management of RICOH Service Excellence programs.
- Analyzes problems with minimal guidance while managing resolution.
- Understands contractual Service Level Agreements (SLAs), tracks progress, and effectively executes and reports compliance and performance improvement measures to customer key contacts.
- Assists assigned leadership with recruiting, staffing, and performance management of site personnel.
- Maintains positive internal working relationships with all department employees by communicating in a professional manner.
- Provides training on workflow and machine operations when necessary.
- Achieves shift profitability in the area of cost of goods by effectively supervising the use of company materials and supplies.
- Meets quality and deadline standards through effective job scheduling practices.
- Maintains efficient workflow by holding team members accountable for the quality and efficiency of their work.
- Facilitates resolution of issues concerning pricing and orders by interacting and communicating with the sales department.
- Completes site reports and other paperwork accurately and on time.
- May maintain daily routine functions, including:
Creating and completing work orders
- Contractor monitoring
- Inspections
- Reporting facility-related issues
- Providing support as required
- May include interaction with contracted vendors, facility management, and occupants.
- May be responsible for office supply inventory reordering.
- May be responsible for conference room coordination and A/V equipment resource management.
- Completes month-end management reports in the absence of the Site Manager.
- Assists the assigned AOM/ESM or NOM with training and development of site personnel.
- Places requisitions for site products and supplies utilizing Oracle iProcurement.
- Performs other duties as assigned.
QUALIFICATIONS (Education, Experience, and Certifications)
Typically Requires:
- High school diploma or GED required.
- 2+ years of experience in a related field (B2B and/or technical).
- Previous training experience strongly preferred.
- 2+ years of customer-facing work experience required.
- Demonstrated proficient knowledge and understanding of technology.
KNOWLEDGE, SKILLS, AND ABILITIES
- Tactical facilitator of processes.
- Ability to present to small groups.
- Moderate problem-solving skills.
- Intermediate customer service skills.
- Intermediate technical aptitude.
- Intermediate written and verbal communication skills.
WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS
- Typically works in an office environment with adequate lighting and ventilation, and a normal range of temperature and noise levels.
- Work assignments are diversified and require the ability to interpret, comprehend, and apply complex materials, data, and instructions; prepare, provide, and convey diversified information.
- Some physical effort is required. Work is primarily sedentary but does require walking, standing, bending, reaching, lifting, or carrying objects weighing up to 50 lbs. (e.g., papers, books, files, and small parts).
- Moderate dexterity required, including regular application of basic skills such as calculator use, keyboarding, hand tools, and eye-hand coordination.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.