Site Leader

Ricoh • Racine, WI

5d

About The Position

The Site Leader is accountable for the daily operations of a small site and serves as a go-to person for a small team, reporting and escalating facility-related issues to assigned leadership. The role helps maintain acceptable profit levels and meet customer service expectations. The Site Leader performs contracted office services, which may include Copy Services, Courier Services, Managed Print Services, Hospitality, Imaging, and Mail Services. At sites without an assigned Site Manager, this position is the on-site point person for customer issues and contract compliance.

The role oversees daily operations in a mail room, copy center, or scanning facility and uses office and mail equipment. Depending on the site, responsibilities may also include courier, reception, switchboard, shipping and receiving, mail processing, facility support, supply inventory, and conference room coordination. The Site Leader supports, trains, and develops staff; manages workflow, service levels, quality, deadlines, and supply costs; and communicates with customers, leadership, sales, vendors, facility management, and site occupants. The position also handles reporting and paperwork, including month-end management reports when the Site Manager is absent.

The position typically requires a high school diploma or GED, at least two years of experience in a related field, and at least two years of customer-facing experience. Previous training experience is strongly preferred. The role requires proficient knowledge and understanding of technology, customer service, communication, presentation, facilitation, and problem-solving skills.

The work is typically performed in an office environment with adequate lighting and ventilation and a normal range of temperature and noise. Work is primarily sedentary, with some walking, standing, bending, reaching, lifting, or carrying objects weighing up to 50 pounds. Moderate dexterity is required, including calculator use, keyboarding, use of hand tools, and eye-hand coordination.

Requirements

• High school diploma or GED.
• At least 2 years of experience in a related field, such as B2B and/or technical work.
• At least 2 years of customer-facing work experience.
• Proficient knowledge and understanding of technology.
• Tactical process facilitation ability.
• Ability to present to small groups.
• Moderate problem-solving skills.
• Intermediate customer service skills.
• Intermediate technical aptitude.
• Intermediate written and verbal communication skills.

Nice To Haves

• Previous training experience is strongly preferred.

Responsibilities

• Oversee daily operations of a mail room, copy center, or scanning facility, including operating PCs, copiers, multifunction devices, imaging equipment, and mail equipment.
• May oversee courier services, reception services, switchboard operations, shipping and receiving, and mail delivery and processing.
• Support a small team with job assignments, project scheduling, mandatory break schedules, and escalation of facility-related issues to assigned leadership.
• Serve as the on-site point person for customer issues and contract compliance when no Site Manager is assigned.
• Train and develop assigned staff and provide training on workflows and machine operations when needed.
• Handle formal customer contact on a daily basis.
• Implement and manage RICOH Service Excellence programs.
• Analyze problems with minimal guidance and manage their resolution.
• Understand contractual Service Level Agreements, track progress, and execute and report compliance and performance-improvement measures to customer key contacts.
• Assist assigned leadership with recruiting, staffing, and performance management of site personnel.
• Maintain positive internal working relationships through professional communication.
• Help achieve shift profitability by supervising the use of company materials and supplies.
• Meet quality and deadline standards through effective job scheduling and maintain efficient workflow by holding team members accountable for work quality and efficiency.
• Coordinate with the sales department to resolve pricing and order issues.
• Complete site reports and other paperwork accurately and on time.
• May create and complete work orders, monitor contractors, conduct inspections, report facility-related issues, and provide support as required.
• May interact with contracted vendors, facility management, and occupants.
• May reorder office supplies and coordinate conference rooms and A/V equipment resources.
• Complete month-end management reports when the Site Manager is absent.
• Assist the assigned AOM/ESM or NOM with training and development of site personnel.
• Place requisitions for site products and supplies using Oracle iProcurement.
• Perform other duties as assigned.

Benefits

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

What This Job Offers

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