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 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 that maximizes employee retention.
• Demonstrates working knowledge of Ricoh products and offerings by effectively utilizing existing products and processes and identifying alternative solutions when appropriate.
• Manages production labor percentages by achieving company-established targets for production and quality control labor.
• Improves operational quality through the consistent implementation and management of Ricoh Service Excellence tools.
• 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, with a focus on business retention and customer service.
• Ensures operational quality by supporting the achievement of audit standards, deadline requirements, and compliance goals through the use of established tools and best practices.
• Ensures the site is properly staffed by aligning employee skills and equipment resources with production demands.
• Motivates employees and recognizes accomplishments in a timely manner through the Ricoh Recognizes program.
• Clearly communicates job expectations and performance standards through training, cross-training, coaching, counseling, direction, and performance evaluations to increase 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 objectives are met.
• Facilitates resolution of issues related to pricing, order intake, and invoicing through collaboration with the Sales team.
• 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 management 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 decision-making skills.
• Ability to present information to medium-sized groups.
• Strong complex problem-solving skills.
• Professional customer service skills.
• Strong technical aptitude.
• Excellent written and verbal communication skills.

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 diverse and require the ability to interpret, comprehend, and apply complex information, data, and instructions, as well as prepare, communicate, and present a variety of information.
• Some physical effort is required, including extended periods of standing, walking, bending, reaching, stretching, climbing, and similar 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.