Regional Manager - Office Services

Field Manager, Area Operations

Position Profile

This position is directly responsible for the execution and management of all managed service operations for Area site locations within the assigned territory. The role maintains operational strategy and contractual compliance to ensure consistency in site-level performance and service excellence standards. The Field Manager initiates, organizes, and leads account expansion and renewals. Key focus areas include employee selection, development, succession planning, customer experience, and meeting site profit objectives. This position is a key member of the Area Operations team.

• Promotes effective use of internal recruiting and selection processes to attract and hire talent.
• Identifies employee training and development needs through competency assessments and Ricoh training offerings.
• Arranges assignments, training, and experiences to support team member development and job satisfaction.
• Directly manages Managed Services employees within the assigned area.
• Directly manages and conducts on-site inspections of FSR performance.
• Establishes goals, clarifies roles and responsibilities, and holds internal and external team members accountable.
• Collaborates with leaders, team members, and customers to implement solutions and initiatives.
• Monitors, evaluates, and recognizes employee excellence using the Ricoh Recognizes program.
• Addresses performance issues and establishes improvement steps with managerial courage and sound decision-making.
• Sets expectations, empowers others to solve problems, and facilitates discussions that generate creative solutions.
• Leads succession planning by developing promotable candidates.
• Plays an active role in onboarding and development of Area resources.
• Develops key relationships with internal and external customers.
• Identifies gaps in service delivery and adjusts process documentation to align with client or Ricoh frameworks.
• Facilitates meetings with key customer contacts regarding contractual obligations, initiatives, and value-added services.
• Ensures timely execution of MS initiatives aligned with quality requirements, using program tools and best practices.
• Maintains knowledge of Ricoh’s internal structure and facilitates required internal communication cadence.
• Conducts area account certifications to inspect service delivery standards and drive continuous improvement.
• Assists in installing new or expanding sites, focusing on procedural/operational validation and customer satisfaction.
• Oversees Ricoh’s onboarding support processes (order management, billing, tech services, professional services) related to contractual service and customer satisfaction.
• Establishes and identifies reporting packages based on customer requirements.
• Supports, leads, and manages teams through all phases of change management.
• Creates and maintains a customer-focused environment with regular end-user feedback and satisfaction surveys.
• Ensures customer satisfaction through regular site visits and engagement with end users.
• Owns customer escalations, root cause analysis, and issue resolution to ensure optimal satisfaction.
• Creates and delivers required reporting, customer presentations, and business reviews aligned with contractual requirements.
• Ensures effective implementation and management of Ricoh Service Excellence.
• Ensures quality and productivity standards are met by On-Site Managers, including inspection of area SOP guides and service documentation.
• Maintains knowledge of services and solutions.
• Assists in gathering and preparing documentation for proposed site service requirements.
• Validates new opportunities and brings resources/tools to ensure timely execution.
• Ensures profitability of all assigned accounts down to individual site locations and assists the Area Director in achieving financial goals.
• Ensures accurate and timely billing submission.
• Regularly inspects accounts receivable status in collaboration with Shared Services.
• Coordinates month-end closing and other necessary accounting functions.
• Coordinates and implements contract pricing escalators for assigned accounts.
• Performs other duties as assigned.

• College degree preferred.
• 5–7 years of multi-site operations management experience with direct client contact in facilities management or related outsourcing industry.
• Successful completion of all Site Manager Level training (internal candidates).
• Valid driver’s license and minimum auto insurance coverage per Ricoh policy.

• Strong team-oriented approach with a successful track record of motivating and managing staff.
• Strong customer service skills.
• Strong presentation and communication skills.
• Ability to use a PC and relevant software.

• Typical office environment with adequate lighting, ventilation, and normal temperature/noise levels.
• Work assignments are diversified; requires interpreting, comprehending, and applying complex material and data, and conveying varied information.
• Work is mostly sedentary but may require walking, standing, bending, reaching, and lifting up to 50 lbs.
• Moderate dexterity required, including regular use of calculators, keyboards, hand tools, and eye/hand coordination.

Note: The above statements describe the general nature and level of work performed. They are not an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with this job.