Position Profile
This position is directly responsible for the execution and management of all managed service operations across Enterprise account site locations. The role focuses on maintaining operational strategy and contractual compliance to ensure consistent site-level performance and service excellence standards. Responsibilities include leading account expansion and renewals, optimizing processes and efficiency, elevating customer experience, fostering collaboration and agility, enhancing operational visibility, developing employees, succession planning, and meeting profit objectives.
Job Duties and Responsibilities
Promote effective use of internal recruiting and selection processes to attract and hire talent.
Identify employee training and development needs through competency assessments and Ricoh training programs to achieve proficiency.
Arrange assignments, training, and experiences to support team members' learning, development, and job satisfaction.
Directly manage Managed Services employees within assigned accounts.
Establish goals, clarify roles and responsibilities, and hold internal and external team members accountable.
Collaborate with leaders, team members, and customers to implement solutions and initiatives.
Monitor, evaluate, and recognize employee excellence through the Ricoh Recognizes program.
Address performance issues with managerial courage and collaboratively establish improvement plans.
Empower team members to solve problems and facilitate discussions to generate creative solutions and remove process obstacles.
Lead succession planning by developing promotable candidates.
Develop and maintain key relationships with internal and external customers.
Identify service delivery gaps and adjust process documentation to align with client and Ricoh frameworks.
Facilitate meetings with key customer contacts covering contractual obligations, initiatives, and value-added services.
Ensure timely execution of Managed Services initiatives in alignment with quality requirements using program tools and best practices.
Navigate Ricoh's internal structure and facilitate internal communication cadence as needed.
Conduct account site certifications to inspect service delivery standards and drive continuous improvement.
Assist with installation of new or expanding sites, focusing on procedural validation and customer satisfaction.
Oversee Ricoh's onboarding support processes (order management, billing, tech services, professional services) relative to contracts and customer satisfaction.
Establish and manage reporting packages based on customer requirements.
Support, lead, and manage teams through all phases of Change Management.
Create and maintain a customer-focused environment using end-user feedback and satisfaction surveys.
Take ownership of customer escalations, root cause analysis, and issue resolution to ensure optimal satisfaction.
Prepare and deliver site-required reporting, customer presentations, and business reviews aligned with contractual and value-add expectations.
Manage effective implementation of RICOH Service Excellence programs.
Ensure quality and productivity standards are met by On-Site Managers through SOP inspections and documentation.
Maintain up-to-date knowledge of services and solutions.
Assist in preparing documentation for proposed site service requirements.
Validate new opportunities, bringing resources and tools to ensure timely execution.
Ensure profitability of all assigned sites and support the Global Senior Manager in achieving financial goals.
Responsible for accurate and timely billing submissions.
Monitor accounts receivable status with Shared Services collaboration.
Coordinate month-end closing and other accounting functions.
Implement contract pricing escalators for assigned accounts.
Perform other duties as assigned.
Qualifications (Education, Experience, and Certifications)
College degree preferred.
5-7 years of multi-site operations management experience with direct client contact in facilities management or related outsourcing industry.
Completion of all Site Manager Level training (for internal candidates).
Valid driver's license and minimum auto insurance coverage per Ricoh policy.
Knowledge, Skills, and Abilities
Strong team leadership and staff motivation skills.
Exceptional customer service capabilities.
Excellent presentation and communication skills.
Proficient in O365 applications, including Excel and PowerPoint.
Strong analytical skills.
Working Conditions, Mental and Physical Demands
Typical office environment with adequate lighting, ventilation, and normal temperature/noise levels.
Domestic travel required.
Varied work assignments requiring interpretation and application of complex materials and instructions.
Primarily sedentary work, but includes walking, standing, bending, reaching, and lifting or carrying objects up to 50 lbs. (e.g., papers, books, files, small parts).
Moderate dexterity and regular use of basic skills (calculator, keyboard, hand tools, eye/hand coordination).
Note:
The above statements describe the general nature and level of work performed by people assigned to this job. They are not an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with this position.
Come Create at Ricoh:
If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence.
Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information-how it is collected, stored, managed, and shared-to unlock the potential in every organization. We deliver services and technologies that inspire our customers' success and guide them toward a better and more sustainable future. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.
Invest in Yourself:
At Ricoh, you can:
Choose from a broad selection of medical, dental, life, and disability insurance options.
Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
Augment your education with team member tuition assistance programs.
Enjoy paid vacation time and paid holidays annually
Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.
