Field Operations Manager

Ricoh USA, Inc.; United States; On-site; USD 90,000 - 120,000; Full time

Job summary

Ricoh USA, Inc. is seeking a senior Operations leader responsible for execution and management of all managed service operations across sites in the assigned territory. Lead talent, drive customer experience, and ensure profitability while supporting account expansion and renewals.

The role requires developing succession plans, aligning with Ricoh standards, and traveling up to 75% to support accounts, with strong focus on service delivery and account growth across the Midwest and beyond.

Qualifications

• 5-7 years of multi-site operations management experience in a professional business setting.
• Successful completion of Site Manager Level training (internal candidates).
• Valid driver’s license and minimum auto insurance per Ricoh policy.

Responsibilities

• Promotes effective recruiting and selection to attract and hire talent.
• Arrange assignments and experiences to develop team members’ learning and job satisfaction.
• Builds strong relationships with stakeholders and end users to support engagement and service effectiveness.
• Direct management of Managed Services employees within assigned territory.

Skills

Leadership

Team management

Communication

Customer service

IT skills

Portfolio knowledge

Education

College degree preferred

Job description

This position is directly responsible for execution and management of all managed service operations for site locations within assigned territory. Maintain operational strategy and contractual compliance to ensure consistency in site level performance and service excellence standards. Support and participate on account expansion/renewals. The focus should be on employee selection, development, succession planning, customer experience, and meeting site profit objectives for the assigned territory. This position is a key member of the Operations team. Operational leader with accountability for account growth, service delivery, performance outcomes, and customer success across an assigned customer base. Up to 75% overnight travel required to support accounts within, but not limited to, the mid-west portion of the United States.

JOB DUTIES AND RESPONSIBILITIES

• Promotes effective use of internal recruiting and selection process to attract and hire talent.
• Arrange assignments, training and other experiences to build team members’ learning, development and job satisfaction.
• Builds and maintains strong relationships with key stakeholders and end users within the account to support engagement, alignment, and service effectiveness.
• Direct management of Managed Services employees within assigned territory.
• Continually monitor, evaluate and recognize employee excellence leveraging the Ricoh Recognizes program.
• Addresses performance issues and collaboratively establishes steps for improvement including managerial courage to take action and make necessary decisions
• Sets expectations and empowers others to solve problems and facilitates discussions that generate creative solutions and removes obstacles to necessary process changes.
• Identifies employee training and development needs through formal competency assessments and Ricoh training programs, while driving succession planning through the development of promotable talent.
• Conducts operational analysis to improve efficiency through automation and addresses service delivery gaps by refining processes to align with client and Ricoh standards.
• Ensure that all MS initiatives are executed in a timely manner and in alignment with quality requirements by utilizing program tools and best practices
• Conduct site certifications to inspect service delivery standards and drive continuous improvement
• Assists in the implementation of new or expanding sites, specifically focusing on the validation of procedural/operational aspects
• Engagement with Ricoh’s on-boarding support processes (order management, billing, tech services, professional services) in relation to contractual service and customer satisfaction.
• Capture and supply data for reporting based on customer requirements.
• Demonstrates the ability to support, lead, and manage teams through all phases of change management and project management, ensuring effective execution and successful outcomes.
• Creates and maintains a customer-focused environment by regularly engaging end-user feedback and conducting site visits to ensure service quality and customer satisfaction.
• Develops and executes strategic business plans for assigned customers that drive revenue growth, improve profitability, and strengthen long-term account value.
• Responsible for providing accurate and timely data to support the Ricoh account team in delivering site-required reporting, customer presentations, and business reviews (MOR/QBR/AES), ensuring alignment with contractual requirements and value-added insights.
• Partners closely with cross-functional members of the Ricoh account team
• Proactively managing customer escalations, conducting thorough root cause analysis, and drive timely issue resolution, ensuring a high standard of customer satisfaction and service delivery.
• Responsible for effective implementation and management of RICOH Service Excellence
• Ensures quality and productivity standards are being met by On-Site Managers including inspection of area SOP guide, document procedures for the on- site services
• Maintains knowledge of services and solutions including portfolio of product service offerings.
• Identifies and validates new opportunities, brings resources and tools to assure execution in a timely fashion
• Ensures profitability of all assigned accounts down to individual site locations and assists the leadership with actions to achieve financial goals
• Ensures accurate, timely billing by validating data, coordinating with assigned service delivery staff, and maintaining compliance with contractual and financial requirements.
• Regularly inspection of account receivable status in collaboration with Shared Services
• Coordinates month end closing and other necessary accounting functions.
• Performs other duties as assigned

QUALIFICATIONS (Education, Experience and Certifications)

• College degree is preferred.
• Requires 5-7 years of multi-site operations management experience in a role with direct client contact in a professional business setting in facilities management or related outsourcing industry.
• Requires successful completion of all Site Manager Level training (internal candidates).
• Requires valid driver’s license and minimum levels of auto insurance coverage per Ricoh policy

KNOWLEDGE, SKILLS AND ABILITIES

• Demonstrates strong leadership capabilities combined with solid technical acumen and an IT-focused skillset to effectively lead teams and drive technology-enabled solutions.
• Integrates AI tools into daily workflows to enhance productivity, enable data-driven decision-making, and drive continuous operational improvement.
• Requires strong team approach to business and a successful track record in motivating and managing staff
• Good customer service, presentation and communication skills
• Possesses a strong command of the Ricoh portfolio, with the ability to effectively position services and solutions to meet customer needs and drive business value.

WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS

• Typically, an office environment with adequate lighting and ventilation, and a normal range of temperature and noise level.
• Work assignments are diversified. Interpret, comprehend and apply complex material, data and instruction – prepare, provide and convey diversified information.
• Work is mostly sedentary but does require walking, standing, bending, reaching, lifting, or carrying objects that could weigh up to 50 lbs. (e.g., papers, books, files and small parts, etc.).
• Moderate dexterity – regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination.
• Overnight travel of 50% could be required.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.