Site Manager

Site Manager

Position Profile

Accountable for the daily operations of a small to medium-sized 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, supporting staff career development, conducting performance management activities, and providing employee counseling with support from assigned leadership.

Job Duties and Responsibilities

• Responsible for managing the daily operations of a small to medium-sized site while leading a small team of direct reports.
• Prioritizes multiple competing priorities and communicates team vision and objectives while fostering a positive work culture that supports employee retention.
• Demonstrates working knowledge of Ricoh products and service offerings by effectively utilizing current products and processes and recommending alternatives when appropriate.
• Manages production labor percentages by achieving established labor and quality control targets.
• Improves operational quality through the effective implementation and management of Ricoh Service Excellence tools.
• Ensures achievement of Service Level Agreements (SLAs) and works with customers to improve business processes, with support from the AOM, ESM, or NOM.
• Creates and maintains a customer-focused environment through regular end-user feedback and customer satisfaction surveys, emphasizing customer service and business retention.
• Supports operational excellence by meeting audit, compliance, and deadline standards using established tools and best practices.
• Ensures appropriate staffing levels by aligning employee skills and equipment resources with production demands.
• Motivates employees and recognizes accomplishments in a timely manner through Ricoh Recognizes programs.
• Clearly communicates job expectations and performance standards through training, cross-training, coaching, counseling, and performance evaluations.
• Identifies training and development opportunities through Individual Development Plan (IDP) management.
• Evaluates team member performance and provides career development and training opportunities.
• Maintains regular daily communication with customers.
• Develops an in-depth understanding of client requirements, with support from the AOM, ESM, or NOM.
• Identifies service delivery gaps or scope creep and updates process documentation as needed while ensuring financial responsibilities are met.
• Resolves issues related to pricing, order processing, and invoicing by working closely with the sales department.
• Creates and supports site reporting, customer presentations, and business reviews to ensure alignment with contractual requirements and value-added reporting, with support from the AOM, ESM, or NOM.
• Performs other duties as assigned.

Qualifications (Education, Experience, and Certifications)

Typically Requires:

• High school diploma or GED required.
• 3-5 years of experience in a related field (B2B and/or technical environment).
• 2+ years of managerial experience strongly preferred.
• 3-5 years of customer-facing experience required.
• Demonstrated high-level knowledge and understanding of technology.
• Proficiency with Microsoft 365 applications.

Knowledge, Skills, and Abilities

• Strategic thinking and problem-solving skills.
• Ability to present to medium-sized groups.
• Strong analytical and complex problem-solving abilities.
• Professional customer service skills.
• Technical aptitude.
• Strong written and verbal communication skills.

Working Conditions, Mental and Physical Demands

• Typically works in an office environment with adequate lighting, ventilation, and normal temperature and noise levels.
• Work assignments are varied and may require interpreting, comprehending, and applying complex information, data, and instructions.
• Ability to prepare, present, and communicate diverse information effectively.
• Physical demands may include extended periods of standing, walking, bending, reaching, stretching, climbing, and similar activities.
• May be required to lift or move items weighing up to 50 pounds.
• Requires moderate dexterity and routine use of office equipment, including keyboards, calculators, hand tools, and other equipment requiring hand-eye coordination.