Workplace Services Manager

Ricoh • Greensboro, NC

2d • $20 - $26

About The Position

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

The manager oversees operational quality, staffing, production labor, service-level commitments, customer satisfaction, compliance, reporting, and customer relationships. The position supports employees through clear expectations, training, coaching, performance evaluation, and development planning. It works with customers and internal teams to resolve service-delivery and business-process issues while meeting contractual and financial objectives.

Work is typically performed in an office environment with adequate lighting and ventilation and a normal range of temperature and noise levels. Assignments may involve interpreting and communicating complex information. The role may require extended periods of standing, walking, bending, reaching, stretching, climbing, and similar activities, as well as lifting or moving items weighing up to 50 pounds. Moderate manual dexterity is required, including regular use of calculators, keyboards, and hand tools and eye-hand coordination.

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 or more years of management experience.

Responsibilities

• Manage daily operations of a small to medium-sized site and supervise a small team of direct reports.
• Prioritize competing responsibilities, communicate team goals, and foster a positive work environment that supports employee retention.
• Apply knowledge of Ricoh products and services, use existing solutions effectively, 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.
• Work with customers, with support from the AOM, ESM, or NOM, to improve business processes and achieve service-level agreements.
• 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 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 daily communication and formal contact with customers.
• Develop a thorough understanding of client requirements, with support from the AOM, ESM, or NOM.
• Identify service-delivery gaps or changes in scope and adjust process documentation to meet 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 ensure compliance with contractual obligations and value-added reporting requirements, with support from the AOM, ESM, or NOM.
• Perform other duties as assigned.

Benefits

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

What This Job Offers

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