Job Information
Ricoh Americas Corporation Site Manager in Parma, Ohio
Site Manager Position Profile
The Site Manager is accountable for the daily operations of a small to medium-sized site and oversees a small team. They manage contracted services including, but not limited to, Copy Services, Courier Services, Managed Print Services, Hospitality, Imaging, and Mail Services. The role involves assessing talent, managing staff career development, and conducting performance management activities and employee counseling with support from assigned leadership.
Job Duties and Responsibilities:
Daily Operations : Manage the daily operations of a small to medium-sized site while supervising a small team of direct reports.
Prioritization & Communication : Balance multiple competing priorities, communicate team vision and priorities clearly, and foster a positive work culture to maximize retention.
Ricoh Product Knowledge : Utilize working knowledge of Ricoh products and services to address opportunities and situations effectively or suggest alternatives.
Labor Management : Ensure the achievement of production labor percentages by meeting established company standards for production worker labor and quality control labor.
Service Excellence : Improve operational quality by consistently applying effective implementation and management of Ricoh Service Excellence tools.
Service Level Agreements (SLAs) : Ensure that SLAs are met by working with customers to improve business processes, with support from AOM/ESM or NOM.
Customer-Focused Environment : Maintain a customer-focused environment by gathering regular end-user feedback and conducting customer satisfaction surveys. Focus on business retention and customer service.
Quality Control : Ensure operational quality by meeting Audit and Deadline standards and compliance, utilizing established tools and best practices.
Staffing & Employee Management : Ensure the location is properly staffed by matching employee skills and equipment with production demands. Motivate employees and recognize their accomplishments promptly using Ricoh's recognition programs.
Training & Development : Clearly communicate job expectations and consequences to direct reports through training, cross-training, coaching, counseling, and performance evaluations to increase work output and quality. Identify training and performance planning targets via Individual Development Plans.
Performance & Career Development : Evaluate team members' performance and provide career development and training opportunities.
Customer Interaction : Maintain formal contact with customers daily, ensuring an in-depth understanding of client requirements with support from AOM/ESM or NOM.
Service Delivery Management : Identify gaps or scope creep in service delivery, adjusting process documentation to meet client or Ricoh frameworks while ensuring financial responsibilities are met.
Issue Resolution : Resolve issues related to pricing, orders, and invoicing through collaboration with the sales department.
Reporting & Business Reviews : Create and support required site reporting, customer presentations, and business reviews to ensure alignment with contractual requirements and value-added reporting, with support from AOM/ESM or NOM.
Other Duties : Perform other duties as assigned.
Qualifications (Education, Experience, and Certifications)
High school diploma or GED required.
3-5 years of work experience in a related field (B2B and/or technical).
A minimum of 2 years of managerial experience strongly preferred.
At least 3-5 years of customer-facing work experience required.
Demonstrated high level of knowledge and understanding of technology.
Proficiency in Off 360 (Microsoft Office Suite or related tools).
Knowledge, Skills, and Abilities
Strategic thinker with problem-solving skills.
Ability to present to medium-sized groups.
Strong problem-solving and analytical skills.
Professional customer service skills.
Technical aptitude and professionalism.
Excellent written and verbal communication skills.
Working Conditions, Mental and Physical Demands
Typically, an office environment with adequate lighting, ventilation, and a normal range of temperature and noise level.
Work assignments are diversified and require the interpretation, comprehension, and application of complex material and data.
Some physical effort may be required, including long periods of standing, walking, bending, reaching, climbing, or similar activities, as well as lifting or moving items weighing up to 50 lbs.
Moderate dexterity is required, involving the regular use of basic skills (calculator, keyboard, hand tools, and hand-eye coordination).
Note : The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this role. They are not meant to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the position.
Come Create at Ricoh:
If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence.
Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information—how it is collected, stored, managed, and shared—to unlock the potential in every organization. We deliver services and technologies that inspire our customers’ success and guide them toward a better and more sustainable future. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.
Invest in Yourself:
At Ricoh, you can:
Choose from a broad selection of medical, dental, life, and disability insurance options.
Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
Augment your education with team member tuition assistance programs.
Enjoy paid vacation time and paid holidays annually
Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.