Workplace Services Manager

Ricoh Americas Holdings•Greensboro, NC

About The Position

Accountable for the daily operations of a small to medium-sized site and the management of a small team. Oversees contracted services including Copy Services, Courier Services, Managed Print Services, Hospitality, Imaging, and Mail Services. The role includes assessing talent, supporting employee career development, conducting performance management activities, and providing employee counseling with support from assigned leadership.

Requirements

High school diploma or GED.
3–5 years of experience in a related field, such as a B2B and/or technical environment.
3–5 years of customer-facing experience.
Demonstrated high-level knowledge and understanding of technology.
Proficiency in Microsoft Office 365 applications.
Strategic thinking and problem-solving abilities.
Ability to present information to medium-sized groups.
Strong complex problem-solving skills.
Professional customer service skills.
Technical aptitude.
Excellent written and verbal communication skills.

Nice To Haves

2+ years of management experience.

Responsibilities

Manage the daily operations of a small to medium-sized site while supervising a small team of direct reports.
Prioritize competing responsibilities, communicate team goals, and foster a positive work environment that supports employee retention.
Use knowledge of Ricoh products and services to apply existing solutions and identify alternative opportunities when appropriate.
Manage production labor percentages to achieve company-established production and quality-control labor goals.
Improve operational quality through effective implementation and management of Ricoh Service Excellence tools.
Ensure achievement of Service Level Agreements by collaborating with customers to improve business processes, with support from the AOM, ESM, or NOM.
Maintain a customer-focused environment through regular end-user feedback and customer satisfaction surveys, emphasizing customer retention and service excellence.
Support achievement of audit, compliance, and deadline standards using best practices and available tools.
Maintain proper staffing levels by aligning employee skills and equipment resources with production demands.
Motivate employees and recognize accomplishments in a timely manner through Ricoh Recognizes programs.
Communicate job expectations and performance standards through training, cross-training, coaching, counseling, direction, and evaluation.
Identify training and performance objectives and support employee growth through Individual Development Plan management.
Evaluate team member performance and provide career development and training opportunities.
Maintain regular communication and formal contact with customers on a daily basis.
Develop a thorough understanding of client requirements, with support from the AOM, ESM, or NOM.
Identify service delivery gaps or scope changes and adjust process documentation to align with customer and Ricoh requirements while meeting financial objectives.
Coordinate with the sales department to facilitate resolution of pricing, order processing, and invoicing issues.
Create and support site reporting, customer presentations, and business reviews to meet contractual obligations and value-added reporting requirements, with support from the AOM, ESM, or NOM.
Perform other duties as assigned.