Manager I, Production Field Services

Ricoh Americas Corporation•Los Angeles, CA

45d

About The Position

The Manager I, Production Field Services leads and supports a team of production print service technicians, ensuring the delivery of high-quality, cost-effective service to Ricoh's high-end production print accounts. This role is critical to maintaining customer satisfaction, achieving service delivery goals, and supporting overall sales, revenue, and gross profit targets. Team Composition Requirement: At least 75% of direct reports must be production print technicians.

Requirements

Minimum of 6 years of relevant experience in service delivery or production print operations.
Strong leadership and supervisory capabilities.
Excellent interpersonal, verbal, and written communication skills.
High-level customer service acumen, including executive-level engagement.
Strong organizational and analytical skills.
Proficient in computer applications and data analysis.
Associate degree or college-level coursework in business management required.

Nice To Haves

Bachelor's degree preferred.

Responsibilities

Direct and support a team of production print technicians to ensure timely, efficient, and high-quality service delivery.
Inspire and motivate team members through Ricoh's ON-Track performance management program.
Conduct regular performance appraisals and manage staffing, training, and development.
Recruit, interview, and hire new technicians (with approval).
Organize work assignments to maximize efficiency and job enrichment (e.g., territories, special projects).
Serve as the primary service liaison for senior/executive-level customer contacts.
Ensure 24/7 customer satisfaction by managing critical situations, escalating issues, and coordinating technical support.
Develop and implement customer-specific SLAs and service goals in collaboration with Sales and senior leadership.
Act as a customer advocate for multi-region accounts headquartered in the manager's territory.
Monitor and manage service delivery costs, including parts, staffing, travel, and education.
Review and act on performance reports for high/low GP accounts, sharing best practices across teams.
Ensure compliance with productivity KPIs and account-specific service gross profit goals.
Support production schedules (e.g., month-end, quarter-end runs) with proactive planning.
Partner with Production Sales and Ricoh leadership to promote solutions and articulate Ricoh's value proposition.
Lead or participate in cross-functional/regional initiatives to improve technical skills, reduce costs, and drive revenue.
Communicate proactively with customers, peers, and business partners to strengthen Ricoh's brand and relationships.