Project Manager, Customer Engineering Services

Ricoh•Boulder, CO

9h•Onsite

About The Position

This position leads a team on complex small projects or a significant segment of a medium-scale project. The role translates customer requirements into executable plans that achieve customer acceptance and meet business objectives. Work is performed with limited day-to-day instruction, and performance is evaluated upon completion of assignments. The position requires strong project management and communication skills to support Executive Management during solution installations and customer escalations. Acting as a customer advocate, the role partners with local sales, service representatives, and internal Ricoh stakeholders to resolve issues efficiently and restore or improve customer satisfaction with minimal supervision. Key responsibilities include managing solution assurance for complex installations, facilitating cross-functional collaboration, and ensuring readiness across customer requirements, system capabilities, site preparation, and team preparedness. Through effective communication and leadership, this role drives customer satisfaction, problem resolution, and Ricoh product improvements in a fast-paced, multi-account environment, providing real-time status updates to executive leadership. The position also supports customer satisfaction survey programs, including administration, analysis, and action planning based on survey results. Regular presentation of customer complaint records, satisfaction conditions, action plans, and resolution status is required during weekly Operations Meetings.

Requirements

Bachelor’s degree or equivalent experience (including printing industry experience)
Minimum of 1 year of experience in customer support or problem resolution (printing industry preferred)
Minimum of 1 year of project management experience (certification preferred)
Strong customer communication, relationship management, and partnering skills
Strong written communication skills, including technical summaries, meeting minutes, activity reports, and action plans
Prior customer support experience
Knowledge of Ricoh Continuous Forms hardware products
Knowledge of Ricoh Printing Systems software products
Strong oral and written communication skills
Ability to provide 24/7 customer support coverage as required
Project management skills and/or certification
Presentation skills

Nice To Haves

Working knowledge of Jira (Atlassian) tools
Basic knowledge of AI concepts and applied use cases

Responsibilities

Support Ricoh customers globally through the management of customer complaints, with guidance from senior team members.
Communicate directly with customers and account teams to understand and document current issues, define and agree upon customer “conditions of satisfaction”, and act as the customer liaison to restore satisfaction levels.
Analyze root causes of customer complaints and support requests and manage resolution of pervasive issues.
Meet assigned performance targets, including response times, customer contact, and resolution metrics.
Facilitate Solution Assurance Reviews to ensure customer readiness for complex installations.
Collaborate cross-functionally to update and manage Solution Assurance guides to improve sales and installation efficiency.
Engage early in complex solution installations, proactively managing issues during installation and production readiness.
Lead status meetings, track open actions, and drive issues to resolution.
Maintain accurate customer complaint records and provide timely updates to management on a weekly basis.
Manage pervasive product and solution issues using complaint management tools and coordinate resolution activities across affected customers.
Provide regular reporting on solution segment performance, trends, and results to Executive Management, Product Development, Lifecycle Management, and field support teams.
Provide project management guidance throughout the project lifecycle, including planning, execution, and delivery.
Manage and motivate cross-functional teams, including customers, suppliers, and internal staff.
Identify and assess potential business and technical risks in collaboration with management and peers.
Develop and implement solutions involving scheduling, technology, tools, and methodologies with minimal guidance.
Ensure assigned project deliverables meet customer requirements and quality expectations.
Challenge existing procedures and processes to drive continuous improvement, with guidance as appropriate.
Participate in departmental process improvement initiatives.
Conduct follow-up with customers and internal teams to ensure 100% customer satisfaction.
Maintain and build knowledge of Ricoh hardware and software solutions.
Assume additional responsibilities as assigned.