Office Services Manager

Ricoh Americas Holdings•Birmingham, AL

2d•Onsite

About The Position

The Site Manager is accountable for the daily operations of a small- to medium-sized site and manages a small team. This role manages contracted services including, but not limited to, Copy Services, Courier Services, Managed Print Services, Hospitality Services, Imaging Services, and Mail Services. The position is responsible for assessing talent, supporting staff career development, conducting performance management activities, and providing employee counseling with support from assigned leadership.

Requirements

High school diploma or GED required.
Three (3) to five (5) years of experience in a related field (B2B and/or technical environment).
Three (3) to five (5) years of customer-facing experience required.
Demonstrated high level of knowledge and understanding of technology.
Proficiency with Microsoft Office 365 applications.

Nice To Haves

Two (2) years of managerial experience strongly preferred.

Responsibilities

Managing the daily operations of a small- to medium-sized site while supervising a small team of direct reports.
Prioritizing multiple and competing priorities.
Communicating team vision and priorities while creating a positive and supportive work culture to maximize retention.
Demonstrating working knowledge of Ricoh products and offerings by efficiently utilizing existing products and processes and providing alternatives to opportunities and challenges when appropriate.
Managing production labor percentages by achieving company-established targets for production labor and quality control labor.
Improving quality of operations through the effective implementation and management of Ricoh Service Excellence tools and methodologies.
Ensuring achievement of Service Level Agreements (SLAs) and working with customers to improve business processes with support from the AOM, ESM, or NOM.
Creating and maintaining a customer-focused environment through regular end-user feedback and customer satisfaction surveys, focusing on business retention and exceptional customer service.
Ensuring operational quality by assisting in the achievement of audit standards, deadline requirements, and compliance objectives through the use of established tools and best practices.
Ensuring proper staffing by matching employee skills and equipment capabilities with production demands.
Motivating employees and recognizing accomplishments through the Ricoh Recognizes program and other recognition initiatives.
Clearly communicating job expectations and performance standards through training, cross-training, coaching, counseling, directing, and evaluating employee performance to improve productivity and quality.
Identifying training and performance development opportunities through Individual Development Plan (IDP) management.
Evaluating team member performance and providing career development and training opportunities.
Maintaining formal daily contact with customers.
Developing and maintaining an in-depth understanding of client requirements with support from the AOM, ESM, or NOM.
Identifying service gaps and scope changes in service delivery and adjusting process documentation to align with client and Ricoh requirements while ensuring financial responsibilities are met.
Facilitating resolution of issues concerning pricing, order intake, and invoicing through collaboration with the Sales department.
Creating and supporting site reporting, customer presentations, and business reviews to ensure alignment with contractual requirements and value-added reporting expectations, with support from the AOM, ESM, or NOM.
Performing other duties as assigned.