Office Services Manager

Ricoh • Birmingham, AL

5d

About The Position

The Office Services Manager, also described as a Site Manager, is accountable for the daily operations of a small- to medium-sized site and supervises a small team. The role manages contracted services that may include Copy Services, Courier Services, Managed Print Services, Hospitality Services, Imaging Services, and Mail Services.

The manager assesses talent, supports staff career development, conducts performance management activities, and provides employee counseling with support from assigned leadership. The role also oversees customer relationships, service quality, staffing, operational performance, and compliance with contractual and service-level requirements.

Requirements

• High school diploma or GED.
• Three to five years of experience in a related field, such as a B2B and/or technical environment.
• Three to five years of customer-facing experience.
• Demonstrated high level of technology knowledge and understanding.
• Proficiency with Microsoft Office 365 applications.
• Strategic thinking and problem-solving skills.
• Ability to present information to medium-sized groups.
• Strong analytical and complex problem-solving abilities.
• Professional customer service and relationship management skills.
• Strong technical aptitude.
• Excellent written and verbal communication skills.
• Strong leadership and employee development capabilities.
• Ability to prioritize competing responsibilities and deadlines effectively.
• Financial and operational awareness with a focus on service excellence.
• Ability to build and maintain positive customer and employee relationships.

Nice To Haves

• Two years of managerial experience is strongly preferred.

Responsibilities

• Manage daily operations at a small- to medium-sized site while supervising a small team of direct reports.
• Prioritize competing priorities, communicate team vision and priorities, and create a positive, supportive work culture that supports retention.
• Apply knowledge of Ricoh products and offerings, use existing products and processes effectively, and provide alternatives when appropriate.
• Manage production labor percentages to achieve company-established targets for production labor and quality control labor.
• Improve operational quality through implementation and management of Ricoh Service Excellence tools and methodologies.
• Ensure achievement of Service Level Agreements (SLAs) and work with customers to improve business processes, with support from the AOM, ESM, or NOM.
• Maintain a customer-focused environment through regular end-user feedback and customer satisfaction surveys, with a focus on business retention and exceptional service.
• Support achievement of audit standards, deadlines, and compliance objectives using established tools and best practices.
• Ensure proper staffing by matching employee skills and equipment capabilities to production demands.
• Motivate employees and recognize accomplishments through the Ricoh Recognizes program and other recognition initiatives.
• Communicate job expectations and performance standards through training, cross-training, coaching, counseling, directing, and evaluating employee performance.
• Identify training and performance development opportunities through Individual Development Plan (IDP) management.
• Evaluate team member performance and provide career development and training opportunities.
• Maintain formal daily contact with customers.
• Develop and maintain an in-depth understanding of client requirements, with support from the AOM, ESM, or NOM.
• Identify service gaps and scope changes in service delivery, adjust process documentation to align with client and Ricoh requirements, and ensure financial responsibilities are met.
• Facilitate resolution of pricing, order intake, and invoicing issues in collaboration with the Sales department.
• Create and support site reporting, customer presentations, and business reviews to align with contractual requirements and value-added reporting expectations, with support from the AOM, ESM, or NOM.
• Perform other duties as assigned.

Benefits

• A broad selection of medical, dental, life, and disability insurance options.
• Retirement Savings Plan (401K).
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options.
• Team member tuition assistance programs.
• Paid vacation time and paid holidays annually.
• Additional benefits to support health, wellness, and personal and professional development.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED