Field Manager, Operations

Ricoh Americas Holdings•Southfield, MI

About The Position

Field Manager, Area Operations Position Profile The Field Manager, Area Operations is responsible for the execution, oversight, and continuous improvement of all managed services operations within the assigned territory. This role ensures operational excellence, contractual compliance, team development, customer satisfaction, and financial performance across area site locations. The position also leads account expansion and renewal initiatives and serves as a key member of the Area Operations leadership team.

Requirements

College degree preferred.
5–7 years of multi‑site operations management experience with direct client interaction in facilities management or related outsourcing industry.
Successful completion of all Site Manager‑level training (for internal candidates).
Valid driver’s license and required auto‑insurance coverage per Ricoh policy.
Knowledge, Skills, and Abilities Strong leadership skills with a proven ability to motivate and manage teams.
Excellent customer service, presentation, and communication skills.
Ability to work efficiently with PCs and appropriate software applications.

Responsibilities

Talent & Leadership Management Promote effective use of internal recruiting processes to attract and hire talent.
Identify training and development needs through competency assessments and Ricoh training offerings.
Assign work, training, and development activities to enhance team capability and satisfaction.
Directly manage Managed Services employees within the assigned area.
Provide on‑site inspection and oversight of FSR performance.
Establish goals, clarify roles, and hold internal and external teams accountable.
Recognize employee excellence through the Ricoh Recognizes program.
Address performance issues and establish improvement plans with managerial courage.
Support succession planning by developing promotable talent.
Participate in onboarding and development of Area resources.
Collaboration & Communication Collaborate with internal leaders, team members, and customers to implement solutions and initiatives.
Facilitate meetings with key customer contacts regarding contracts, initiatives, and value‑added services.
Navigate Ricoh’s internal structure and maintain required communication cadence.
Build and maintain strong relationships with internal and external customers.
Operational Excellence Identify gaps in service delivery and update processes to align with Ricoh and client expectations.
Ensure timely execution of MS initiatives following quality requirements, tools, and best practices.
Conduct area account certifications to assess service‑delivery standards and promote continuous improvement.
Support installation of new or expanded sites, validating operational readiness and customer satisfaction.
Oversee Ricoh’s onboarding support processes (order management, billing, technical services, professional services).
Ensure quality and productivity standards for On‑Site Managers, including SOP inspections and documentation accuracy.
Maintain strong knowledge of Ricoh services and solutions.
Prepare and manage required customer reporting, presentations, and business reviews.
Manage customer escalations, root‑cause analysis, and issue resolution.
Financial Management Ensure profitability of assigned accounts at site level and support Area Director in achieving financial targets.
Ensure accurate and timely billing submission.
Monitor accounts receivable with Shared Services.
Coordinate month‑end closing processes and required accounting functions.
Implement contract pricing escalators for assigned accounts.
Validate new business opportunities and coordinate required resources to ensure timely execution.
Customer Satisfaction Maintain a customer‑focused environment using end-user feedback and satisfaction surveys.
Conduct regular site visits to inspect service activities and engage with end users.
Lead change‑management efforts across teams as needed.
Additional Duties Assist with documentation for proposed site service requirements.
Perform other duties as assigned.