Field Manager, Operations

Ricoh • Philadelphia, PA

7h

About The Position

This position is directly responsible for the execution and management of all managed service operations for Area site locations within the assigned territory. The role ensures operational strategy, contractual compliance, consistency in performance, and service excellence standards. The Field Manager leads account expansions and renewals and focuses on employee selection, development, succession planning, customer experience, and meeting profit objectives. This position is a key member of the Area Operations team.

Requirements

• College degree preferred.
• 5–7 years of multi‑site operations management experience with direct client contact, ideally in facilities management or a related outsourcing industry.
• Successful completion of all Site Manager Level training (for internal candidates).
• Valid driver’s license and auto insurance meeting Ricoh policy requirements.
• Strong team‑oriented approach and proven success in motivating and managing staff.
• Strong customer service skills.
• Strong presentation and communication abilities.
• Proficient in PC use and applicable software.

Responsibilities

• Promotes effective use of internal recruiting and selection processes to attract and hire talent.
• Identifies employee training and development needs through competency assessments and Ricoh training offerings.
• Arranges assignments, training, and experiences that promote employee growth, development, and job satisfaction.
• Directly manages Managed Services employees within the assigned area.
• Provides direct management and on-site inspection of FSR performance.
• Establishes goals, clarifies roles and responsibilities, and holds internal/external work groups accountable.
• Collaborates with leaders, team members, and customers to implement solutions and initiatives.
• Monitors, evaluates, and recognizes employee excellence using the Ricoh Recognizes program.
• Addresses performance issues and establishes improvement plans; exercises managerial courage when making decisions.
• Sets expectations, empowers others to solve problems, and facilitates creative solutions while removing process obstacles.
• Supports succession planning through the development of promotable candidates.
• Takes an active role in onboarding and developing Area resources.
• Develops key relationships with internal and external customers.
• Identifies service delivery gaps and adjusts process documentation to align with client or Ricoh frameworks.
• Facilitates meetings with key customer contacts regarding contractual obligations, initiatives, and value‑added services.
• Ensures timely execution of MS initiatives aligned with quality standards using program tools and best practices.
• Demonstrates knowledge of Ricoh’s internal structure and maintains appropriate communication cadence.
• Conducts area account certifications to inspect service standards and drive continuous improvement.
• Assists with installation of new or expanding sites, validating operational procedures and customer satisfaction.
• Oversees Ricoh’s onboarding support processes (order management, billing, tech services, professional services).
• Establishes and identifies reporting packages based on customer requirements.
• Supports, leads, and manages teams through all phases of change management.
• Maintains a customer‑focused environment through end‑user feedback and satisfaction surveys.
• Ensures customer satisfaction through regular site visits and evaluation of on‑site service activities.
• Manages customer escalations, root cause analyses, and resolutions to ensure customer satisfaction.
• Creates and delivers site reporting, presentations, and business reviews aligned with contractual requirements.
• Ensures effective implementation and management of Ricoh Service Excellence.
• Ensures On-Site Managers meet quality and productivity standards, including SOP inspections and documentation accuracy.
• Maintains knowledge of services and solutions.
• Assists in collecting and preparing documentation for proposed site service requirements.
• Validates new opportunities and brings in necessary resources to ensure timely execution.
• Ensures profitability of assigned accounts, including site‑level performance, and supports Area Director in financial goals.
• Ensures accurate and timely billing submission.
• Regularly inspects account receivables in collaboration with Shared Services.
• Coordinates month‑end closing and other required accounting functions.
• Coordinates and implements contract pricing escalators.
• Performs other duties as assigned.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager