SENIOR SITE MANAGER
Company: Ricoh USA, Inc.
Location: Phoenix
Posted on: November 15, 2024
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Job Description:
Job Description
Senior Site Manager, MS Site Management
POSITION PROFILE
Accountable for daily operations of medium to large team that may
include a complex site or/and
multiple sites. Ensures contract compliance of contracted services
including, but not limited to: Copy
services, Courier Services, Managed Print services, Hospitality,
Imaging and Mail services through SLA
results and client feedback. Responsible for selecting and
assessing talent, recruiting, hiring,
onboarding, employee retention, staff training & development,
succession planning, and conducts
performance management that includes employee counseling
Job Duties and Responsibilities
- Responsible to manage daily operations of a medium-large size
site while managing a mediumlarge team of direct reports
- Prioritizes complex projects while effectively managing multiple
and competing priorities.
- Fosters an inclusive and high performing team environment in
which SLA objectives are met.
- Expert knowledge of Ricoh's products and offerings. Consistently
consults and displays insights
- into strategic and tactical issues by actively seeking input of
counterparts in other business units
- and businesses.
- Improves quality of operations while consistently applying
effective implementation and
- management of RICOH Service Excellence tools.
- Responsible for staffing and performance management of assigned
site personnel and assigned
- Field Service Representative staff.
- Creates and maintains a customer-focused environment with regular
end-user feedback and
- customer satisfaction surveys, with active Commitment Action
Document.
- Ensures the quality of operations for shift by assisting in the
achievement of goals in Audit and
- Deadline standards and compliance, utilizing tools and best
practices.
- Ensures that location is properly staffed by promoting effective
use of internal recruiting and
- selection process to attract and hire talent.
- Motivates employees and recognizes their accomplishments in a
timely manner leveraging the
- Ricoh Recognition programs.
- Identifies and recommends high performers for succession
planning. Responsible for employee
- retention, performance management and employee counseling.
- Identify training and performance planning targets through the
development of assigned staff
- through Individual Development Plan Management, along with
succession planning, and
- mentorship.
- Focus is on business retention, customer service, high performing
team, and profitable growth.
- Able to support, lead and manage team through all phases of
Change Management.
- Understand complex and detailed processes, seeks ways to improve
operational effectiveness,
- conducts root cause analysis, and issue resolutions to ensure
optimal customer satisfaction.
- Identify gaps/scope creep in service delivery and adjust process
documentation to work within
- the client or Ricoh framework, with support of AOM/ESM or
NOM.
- Facilitates resolution of issues concerning pricing, orders-in
and invoicing by interacting and
- communicating with sales department.
- Maintains formal contact with the customer on a daily basis in MS
and as needed in BIS.
- Clearly communicates job expectations/consequences of direct
reports by training, crosstraining, coaching, counseling,
directing, evaluating the work and efficiency of subordinates
to
- increase their work output and work quality.
- Acts as a consultant to customer in improving business processes
through workflow
- enhancements and appropriate services
- Collaborates with other leaders, team members, and internal or
external customers to
- implement a solution or initiative.
- Able to support, lead and manage team through all phases of
Change Management, with
- support of AOM/ESM or NOM.
- Suggests, develops, and implements process improvements that
increase quality or
- productivity.
- Completes Monthly Operations Review, site reports and other
paperwork as necessary.
- Supports QSMs.
- Is responsible for creating/conducting site required reporting,
customer presentations and
- business reviews to ensure alignment with contractual
requirements and value add reporting.
- Performs other duties as assigned
QUALIFICATIONS (Education, Experience, and Certifications)
Typically Requires:
- High school or GED is required.
- 5+ years of work experience in a related field (B2B and/or
technical).
- Previous 2 years of managerial work experience strongly
preferred.
- Previous 5 years Customer facing work experience required.
- Demonstrated high level knowledge and understanding of
technology.
- Off 360 proficient user
KNOWLEDGE, Skills And Abilities
- Strategical facilitator of complex issues
- Ability to present to a large-sized group
- Complex-Problem Solving Skills
- Demonstrates managerial courage - Expert Customer Service
skills
- Expert Technical aptitude
- Expert Written and Verbal Communication skill
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.
About Us
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:
EEO/Affirmative Action Employer -- M/F/Disability/Veteran
Keywords: Ricoh USA, Inc., Chandler , SENIOR SITE MANAGER, Professions , Phoenix, Arizona
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