Site Leader

Ricoh Americas Holdings•Racine, WI

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 while performing 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, the Site Leader is the on-site point person for customer issues and contract compliance. The position oversees daily operations in a mail room, copy center, or scanning facility and operates office equipment as needed. The Site Leader supports staff assignments, scheduling, training, and development; communicates with customers and internal departments; manages workflow and service-level compliance; and completes site and management reports. Additional duties may include facility support, vendor and occupant interaction, supply inventory, conference room coordination, and related operational tasks.

Requirements

High school diploma or GED required.
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 ability to facilitate processes.
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

Manage daily operations of a mail room, copy center, or scanning facility.
Operate office equipment, including PCs, copiers, multifunction devices, imaging equipment, and mail equipment.
Perform or oversee services that may include courier, reception, switchboard, shipping and receiving, and mail delivery and processing.
Serve as a go-to person for a small team; assist with job assignments and project scheduling, supervise mandatory break times, and report or escalate facility-related issues.
Act as the on-site point person for customer issues and contract compliance at sites without an assigned Site Manager.
Train and develop assigned staff, and provide training on workflow and machine operations when necessary.
Handle formal daily contact with customers and maintain professional working relationships with department employees.
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.
Supervise the use of company materials and supplies to achieve shift profitability in cost of goods.
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.
Perform routine functions that may include creating and completing work orders, monitoring contractors, conducting inspections, reporting facility-related issues, and providing support as required.
Interact with contracted vendors, facility management, and occupants as needed.
Maintain and reorder office supply inventory when responsible for it.
Coordinate conference rooms and manage A/V equipment resources when responsible for them.
Complete month-end management reports in the absence of the Site Manager.
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.