Site Manager

The Site Manager is responsible for the daily operations of a small to medium-sized site and manages a small team. This includes managing contracted services such as Copy Services, Courier Services, Managed Print Services, Hospitality, Imaging, and Mail Services. The Site Manager is also accountable for assessing talent, staff career development, performance management, and employee counseling, with support from the assigned leadership.

• Manage daily operations of a small to medium-sized site, including overseeing a small team of direct reports.
• Prioritize multiple competing tasks and communicate the team’s vision and priorities while fostering a positive work culture to maximize employee retention.
• Demonstrate working knowledge of Ricoh products and services by using existing products and processes or suggesting alternative solutions to challenges.
• Manage production labor percentages to achieve the targeted production worker and quality control labor goals set by the company.
• Improve operational quality by applying Ricoh Service Excellence tools effectively in implementation and management.
• Ensure Service Level Agreements (SLAs) are met and work with the customer to improve business processes with support from AOM/ESM or NOM.
• Create and maintain a customer-focused environment, gathering regular end-user feedback through customer satisfaction surveys to improve business retention and customer service.
• Achieve operational goals in audit standards, deadlines, and compliance, utilizing best practices.
• Ensure proper staffing levels by aligning employee skills and equipment with production demands.
• Motivate employees and recognize their achievements promptly, using Ricoh Recognition programs.
• Communicate job expectations to direct reports, providing training, cross-training, coaching, counseling, and evaluating performance to enhance work output and quality.
• Identify training and development needs for staff through Individual Development Plan Management.
• Evaluate team member performance and offer career development and training opportunities.
• Maintain daily formal contact with the customer to ensure their needs are being met.
• Develop a deep understanding of the client’s requirements, with support from AOM/ESM or NOM.
• Identify gaps or scope creep in service delivery, adjusting process documentation as needed to align with the client’s or Ricoh’s framework while ensuring financial responsibilities are met.
• Facilitate the resolution of pricing, orders, and invoicing issues by collaborating with the sales department.
• Create and support site-specific reporting, customer presentations, and business reviews to ensure alignment with contractual requirements and value-added reporting, with support from AOM/ESM or NOM.
• Perform other duties as assigned.

Education: High school diploma or GED required.

Experience:

• 3-5 years of work experience in a related field (B2B and/or technical).
• At least 2 years of managerial work experience is strongly preferred.
• 3-5 years of customer-facing work experience required.
• Strong understanding of technology.
• Proficiency in using Off 360 (or equivalent software) is required.

• Ability to think strategically and address complex issues.
• Ability to present to medium-sized groups effectively.
• Strong complex problem-solving skills.
• Professional customer service skills, demonstrating high levels of professionalism and communication.
• Technical aptitude, with the ability to understand and work with technology.
• Strong written and verbal communication skills.

• Typically, an office environment with adequate lighting, ventilation, and a normal range of temperature and noise levels.
• Work assignments are diversified, requiring the interpretation and application of complex material, data, and instructions, as well as preparation and conveyance of diverse information.
• Physical effort is required, including long periods of standing, walking, bending, reaching, stretching, climbing, or similar activities. The role may also involve lifting or moving items weighing up to 50 lbs.
• Regular application of basic skills (e.g., using a calculator, keyboard, hand tools, and eye/hand coordination) is needed.

Note: The above statements are intended to 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 the job.