Production Field Service Manger

Ricoh Americas Holdings•Tucker, FL

About The Position

Production Field Services Manager Position Summary Leads, manages, and supports a team of production print service technicians. Responsible for the timely, cost‑effective, and high‑quality delivery of production print service to high‑end Ricoh accounts. Ensures a high level of customer satisfaction and achievement of service delivery, operational performance, and cost targets. Supports meeting Sales, Revenue, and Gross Profit goals for the U.S. Production Print organization. Note: At least 75% of technicians reporting to the Production Services Manager should be production‑level technicians.

Requirements

Associate degree or college‑level coursework in business management required; bachelor’s degree preferred.
Minimum of 6 years of related experience required.
Knowledge, Skills, and Abilities
Strong computer literacy with solid application knowledge.
Strong leadership capability and foundational supervisory skills.
Excellent interpersonal and communication skills (written and verbal).
Exceptional customer service skills, including comfort interacting with executive‑level contacts and ensuring timely issue resolution.
Strong organizational, analytical, and problem-solving skills.
High degree of tact, professionalism, and verbal proficiency.
Strong written communication skills.

Nice To Haves

bachelor’s degree preferred.

Responsibilities

Provide direction and support to a team of production print technicians to ensure timely, cost‑effective, and high‑quality service delivery.
Meet regularly with senior and executive‑level customer leadership to ensure the highest levels of customer satisfaction.
Organize resources, staffing, and work assignments to maximize efficiency and job enrichment (e.g., work teams, territories, special assignments).
Partner with Production Sales and senior Ricoh leadership to develop and implement customer‑specific SLAs and service goals.
Respond promptly to customer inquiries and ensure compliance with SLAs while meeting account-specific Gross Profit targets.
Report overall service performance to assigned accounts and effectively articulate Ricoh’s value proposition.
Motivate and guide team members through the ON‑Track performance management program to ensure excellent customer service.
Manage and meet cost objectives for the territory, including parts, distribution, supplies, staffing, overtime, travel, and training.
Prepare and deliver accurate and timely performance appraisals for all direct reports.
Work closely with Production Sales to support placement of new hardware and services while ensuring consistent customer satisfaction and long‑term relationships.
Ensure 24/7 customer satisfaction by driving critical situations (CritSits) to resolution, engaging Level 2 and Engineering for complex technical issues, and escalating internally when necessary.
Understand and anticipate customers’ business needs; identify root causes of performance issues and take immediate corrective action.
Provide direction to support teams to achieve service goals, including all productivity KPIs.
Recruit, interview, and hire new Technology Service Technicians (with required approvals).
Participate in or lead cross‑functional or cross‑regional initiatives aimed at improving technical skills, revenue attainment, cost reduction, or Ricoh’s production print performance.
Serve as customer advocate for multi‑region accounts when their primary location falls within the manager’s territory, including creation of customer‑specific reporting and communication plans.
Review high- and low-Gross Profit account reports and develop plans to improve performance; share best practices across the U.S. Production Print team.
Plan staffing, parts availability, and technical support around customer production schedules (e.g., month‑end, quarter‑end, year‑end cycles).
Proactively communicate with customers, business partners, and peers to strengthen the Ricoh brand and service reputation.
Perform other duties or special projects, including additional travel, as assigned.