Site Leader

Site Leader

Position Profile

Accountable for the daily operations of a small site, this position acts as a go-to person for a small team by reporting and escalating facility-related issues to assigned leadership. It assists in maintaining acceptable profit levels and ensures that customer service level expectations are met. Responsibilities include performing contracted office services such as 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, and mail equipment.
• May be responsible for courier services, reception services, switchboard operations, shipping and receiving, and delivering and processing mail.
• Acts as a go-to person for a small team of employees, 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 the customer on a daily basis.
• Responsible for effective implementation and management of RICOH Service Excellence programs.
• Analyzes problems with minimal guidance and manages the resolution.
• Understands contractual Service Level Agreements, tracks progress, and can execute and report compliance and performance improvement measures effectively 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 shift in the use of company materials and supplies.
• Meets quality and deadline standards by effectively using 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 on time and accurately.
• May maintain daily routine functions, including creating/completing work orders, contractor monitoring, inspections, reporting facility-related issues, and lending support as required.
• May include interaction with contracted vendors, facility management, and occupants.
• May be responsible for office supply inventory re-ordering.
• 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 using Oracle's iProcurement application.
• Performs other duties as assigned.

Qualifications (Education, Experience, and Certifications)

• 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 a small group.
• Moderate problem-solving skills.
• Intermediate customer service skills.
• Intermediate technical aptitude.
• Intermediate 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 instructions. Prepare, provide, and convey diversified information.
• Some physical effort required. Work is mostly sedentary but does require walking, standing, bending, reaching, lifting, or carrying objects that could weigh up to 50 lbs. (e.g., papers, books, files, and small parts).
Moderate dexterity required for 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.