Site Manager

Site Manager

Position Profile: Accountable for daily operations of a small to medium site and manages a small team. Manages contracted services including, but not limited to: Copy services, Courier Services, Managed Print services, Hospitality, Imaging, and Mail services. Responsible for assessing talent, staff career development, and conducting performance management activities & employee counseling with support from assigned leadership.

Job Duties and Responsibilities:

• Manage daily operations of a small-medium size site while managing a small team of direct reports.
• Prioritize multiple and competing priorities. Communicate team vision and priorities while creating a helpful and positive work culture to maximize retention.
• Demonstrate working knowledge of Ricoh products and offerings by efficiently using existing products/processes or providing alternatives to opportunities and situations.
• Manage total production labor percentages by achieving the percentage of production worker labor and quality control labor established by the company.
• Improve quality of operations while consistently applying effective implementation and management of RICOH Service Excellence tools.
• Ensure achievement of Service Level Agreements. Work with the customer to improve business processes, with support from AOM/ESM or NOM.
• Create and maintain a customer-focused environment with regular end-user feedback and customer satisfaction surveys, focusing on business retention and customer service.
• Ensure 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.
• Ensure that the location is properly staffed by matching employee skills and equipment with production demands.
• Motivate employees and recognize their accomplishments in a timely manner leveraging the Ricoh Recognizes programs.
• Clearly communicate job expectations/consequences to direct reports by training, cross-training, coaching, counseling, directing, and evaluating the work of subordinates to increase their work output and work quality.
• Identify training and performance planning targets through the development of assigned staff through Individual Development Plan Management.
• Evaluate team member performance and provide career development and training opportunities.
• Maintain formal contact with the customer on a daily basis.
• Possess an in-depth understanding of the client's requirements, with support from AOM/ESM or NOM.
• Identify gaps/scope creep in service delivery and adjust process documentation to work within the client or Ricoh framework while ensuring financial responsibilities are met.
• Facilitate resolution of issues concerning pricing, orders-in, and invoicing by interacting and communicating with the sales department.
• Create/support site-required reporting, customer presentations, and business reviews to ensure alignment with contractual requirements and value-add reporting, with support from AOM/ESM or NOM.
• Perform other duties as assigned.

Qualifications (Education, Experience, and Certifications):

• High school diploma or GED is required.
• 3-5 years of work experience in a related field (B2B and/or technical).
• Previous 2 years of managerial work experience strongly preferred.
• Previous 3-5 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 thought processor of issues.
• Ability to present to a medium-sized group.
• Complex problem-solving skills.
• Professional customer service skills.
• Professional technical aptitude.
• Professional 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.