Senior Site Manager

Ricoh Americas Corporation•Coral Springs, FL

72d

About The Position

Senior Site Manager, MS Site Management Position Profile Responsible for daily operations of a medium to large team, which may include a complex site and/or multiple sites. Ensures contract compliance for services such as Copy Services, Courier Services, Managed Print Services, Hospitality, Imaging, and Mail Services through SLA results and client feedback.

Requirements

High school diploma or GED required.
5+ years of related work experience (B2B and/or technical).
2+ years of managerial experience strongly preferred.
5+ years of customer-facing experience required.
Demonstrated high-level understanding of technology.
Proficient in Microsoft Office 360.
Strategic facilitation of complex issues.
Strong presentation skills for large groups.
Advanced problem-solving capabilities.
Managerial courage and expert customer service skills.
High technical aptitude.
Excellent written and verbal communication skills.

Responsibilities

Manage daily operations of a medium-large site and a medium-large team of direct reports.
Prioritize complex projects while managing multiple competing priorities.
Foster an inclusive, high-performing team environment that meets SLA objectives.
Demonstrate expert knowledge of Ricoh's products and offerings; provide strategic and tactical insights.
Improve operational quality using Ricoh Service Excellence tools.
Oversee staffing and performance management of site personnel and Field Service Representatives.
Maintain a customer-focused environment through regular feedback and satisfaction surveys.
Ensure compliance with audit and deadline standards using best practices.
Promote effective recruiting and selection processes to ensure proper staffing.
Motivate and recognize employees using Ricoh Recognition programs.
Identify and recommend high performers for succession planning.
Develop staff through Individual Development Plans, succession planning, and mentorship.
Focus on business retention, customer service, team performance, and profitable growth.
Lead and support teams through all phases of Change Management.
Analyze and improve complex processes to enhance customer satisfaction.
Identify service delivery gaps and adjust documentation accordingly.
Resolve pricing, order, and invoicing issues in collaboration with the sales department.
Maintain formal customer contact daily (MS) and as needed (BIS).
Clearly communicate job expectations and consequences to direct reports.
Act as a consultant to improve customer business processes.
Collaborate with internal and external stakeholders to implement solutions.
Suggest, develop, and implement process improvements.
Complete Monthly Operations Reviews, site reports, and other required documentation.
Support QSMs and conduct site reporting, customer presentations, and business reviews.
Perform other duties as assigned.