Senior Site Manager, MS Site Management

Position Profile

Accountable for daily operations of a medium to large team that may include a complex site and/or multiple sites. Ensures contract compliance of contracted services including, but not limited to: Copy services, Courier Services, Managed Print services, Hospitality, Imaging, and Mail services through SLA results and client feedback. Responsible for selecting and assessing talent, recruiting, hiring, onboarding, employee retention, staff training & development, succession planning, and conducting performance management that includes employee counseling.

Job Duties And Responsibilities

• Responsible for managing daily operations of a medium-large size site while managing a medium-large team of direct reports.
• Prioritizes complex projects while effectively managing multiple and competing priorities.
• Fosters an inclusive and high-performing team environment in which SLA objectives are met.
• Expert knowledge of Ricoh's products and offerings. Consistently consults and displays insights into strategic and tactical issues by actively seeking input from counterparts in other business units and businesses.
• Improves quality of operations while consistently applying effective implementation and management of RICOH Service Excellence tools.
• Responsible for staffing and performance management of assigned site personnel and assigned Field Service Representative staff.
• Creates and maintains a customer-focused environment with regular end-user feedback and customer satisfaction surveys, with active Commitment Action Document.
• Ensures the quality of operations for the shift by assisting in the achievement of goals in Audit and Deadline standards and compliance, utilizing tools and best practices.
• Ensures that the location is properly staffed by promoting effective use of internal recruiting and selection processes to attract and hire talent.
• Motivates employees and recognizes their accomplishments in a timely manner leveraging the Ricoh Recognition programs.
• Identifies and recommends high performers for succession planning. Responsible for employee retention, performance management, and employee counseling.
• Identifies training and performance planning targets through the development of assigned staff through Individual Development Plan Management, along with succession planning, and mentorship.
• Focuses on business retention, customer service, high-performing team, and profitable growth.
• Able to support, lead, and manage the team through all phases of Change Management.
• Understands complex and detailed processes, seeks ways to improve operational effectiveness, conducts root cause analysis, and issue resolutions to ensure optimal customer satisfaction.
• Identifies gaps/scope creep in service delivery and adjusts process documentation to work within the client or Ricoh framework, with support from AOM/ESM or NOM.
• Facilitates resolution of issues concerning pricing, orders-in, and invoicing by interacting and communicating with the sales department.
• Maintains formal contact with the customer on a daily basis in MS and as needed in BIS.
• Clearly communicates job expectations/consequences to direct reports by training, cross-training, coaching, counseling, directing, and evaluating the work and efficiency of subordinates to increase their work output and work quality.
• Acts as a consultant to the customer in improving business processes through workflow enhancements and appropriate services.
• Collaborates with other leaders, team members, and internal or external customers to implement a solution or initiative.
• Suggests, develops, and implements process improvements that increase quality or productivity.
• Completes Monthly Operations Review, site reports, and other paperwork as necessary.
• Supports QSMs.
• Responsible for creating/conducting site-required reporting, customer presentations, and business reviews to ensure alignment with contractual requirements and value-add reporting.
• Performs other duties as assigned.
  
  

Qualifications (Education, Experience, and Certifications)

• High school diploma or GED is required.
• 5 years of work experience in a related field (B2B and/or technical).
• Previous 2 years of managerial work experience strongly preferred.
• Previous 5 years of customer-facing work experience required.
• Demonstrated high-level knowledge and understanding of technology.
• Proficient user of Office 360.
  
  

Knowledge, Skills, and Abilities

• Strategic facilitator of complex issues.
• Ability to present to a large-sized group.
• Complex problem-solving skills.
• Demonstrates managerial courage.
• Expert customer service skills.
• Expert technical aptitude.
• Expert written and verbal communication skills.
  
  

Working Conditions, Mental and Physical Demands

• Typically, an office environment with adequate lighting and ventilation, and a normal range of temperature and noise level.
• Work assignments are diversified. Interpret, comprehend, and apply complex material, data, and instruction; prepare, provide, and convey diversified information.
• Some physical effort is required which may involve long periods of standing, walking, bending, reaching, stretching, climbing, or similar activities as well as lifting or moving items weighing up to 50 lbs.
• Moderate dexterity; regular application of basic skills (calculator, keyboard, hand tools, 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