Job Description

Position Summary
This role is directly responsible for the execution and management of all Managed Services operations across Area site locations within the assigned territory. The position ensures operational strategy and contractual compliance, driving consistency in site-level performance and service excellence. It also plays a key role in account expansion and renewals, with a strong focus on employee selection, development, succession planning, customer experience, and achieving site profit objectives. This position is a key member of the Area Operations team.

Key Responsibilities

• Promote effective use of internal recruiting processes to attract and hire top talent.
• Identify training and development needs through competency assessments and Ricoh training programs.
• Assign tasks, training, and development opportunities to enhance team performance and satisfaction.
• Directly manage Managed Services employees and oversee FSR performance within the assigned area.
• Set clear goals, define roles, and hold team members accountable.
• Collaborate with internal and external stakeholders to implement initiatives.
• Recognize employee achievements using the Ricoh Recognizes program.
• Address performance issues and implement improvement plans.
• Empower team members to solve problems and drive process improvements.
• Lead succession planning and development of promotable talent.
• Support onboarding and development of Area resources.
• Build strong relationships with internal and external customers.
• Identify service delivery gaps and adjust processes accordingly.
• Facilitate meetings with key customer contacts to review contracts, initiatives, and value-added services.
• Ensure timely execution of Managed Services initiatives using best practices and tools.
• Navigate Ricoh's internal structure and maintain effective communication cadence.
• Conduct account certifications to ensure service standards and continuous improvement.
• Support new or expanding site installations, focusing on operations and customer satisfaction.
• Oversee onboarding support processes related to service delivery and satisfaction.
• Establish and manage customer reporting packages.
• Lead teams through all phases of change management.
• Foster a customer-focused environment through feedback and satisfaction surveys.
• Handle customer escalations, root cause analysis, and resolution.
• Prepare and deliver site reports, customer presentations, and business reviews.
• Implement and manage Ricoh Service Excellence standards.
• Ensure quality and productivity standards are met, including SOP inspections.
• Maintain knowledge of Ricoh services and solutions.
• Assist in documentation for proposed site service requirements.
• Validate new opportunities and ensure timely execution.
• Ensure profitability of assigned accounts and support Area Director in achieving financial goals.
• Submit accurate and timely billing.
• Monitor accounts receivable in collaboration with Shared Services.
• Coordinate month-end close and other accounting functions.
• Implement contract pricing escalators for assigned accounts.
• Perform other duties as assigned.

Qualifications

• College degree preferred.
• 3-5 years of multi-site operations management experience in a client-facing role within facilities management or a 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.
• Excellent customer service and communication skills.
• Proficient in presentations and use of PC software.

Working Conditions & Physical Demands

• Typical office environment with standard lighting, ventilation, and noise levels.
• Work involves interpreting and applying complex information and preparing diverse communications.
• Mostly sedentary work with occasional walking, standing, bending, and lifting up to 50 lbs.
• Moderate dexterity required for tools and computer use.

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