Legal Office Services Manager

Ricoh Americas Corporation; Austin (TX); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Job summary

Ricoh Americas Corporation in the United States is seeking a Site Manager to oversee daily operations of a small–to–medium site and lead a small team. You will manage contracted services, drive customer satisfaction, and collaborate with leadership to meet SLAs and improve business processes.

The ideal candidate has 3–5 years in related roles, managerial experience, and strong communication and problem-solving skills. A dynamic, customer-focused approach is essential to success in this position.

Qualifications

• High school diploma or GED.
• 3-5 years of related field experience (B2B and/or technical).
• 2 years of managerial work experience preferred.
• 3-5 years customer-facing experience.
• Demonstrated high level knowledge of technology.
• Off 360 proficient user

Responsibilities

• Manage daily operations of a small–medium site and lead a small team.
• Prioritize competing priorities and communicate team vision to foster a positive culture.
• Demonstrate knowledge of Ricoh products and offerings; apply processes or propose alternatives.
• Manage production labor and quality control labor.
• Improve operational quality using Ricoh Service Excellence tools.
• Ensure SLA achievement and work with customer to improve processes.
• Create customer-focused environment with end-user feedback and surveys.
• Maintain shift quality; assist in audits and deadlines to meet standards.
• Ensure proper staffing aligned with skills and production demands.
• Motivate staff and recognize achievements.
• Communicate expectations and provide coaching.
• Identify training and development targets.
• Evaluate performance and provide development opportunities.
• Maintain daily formal contact with the customer.
• Understand client requirements with support from leadership.
• Identify gaps and adjust processes while meeting financials.
• Facilitate issue resolution with pricing, orders, invoicing.
• Create site reporting, customer presentations, and business reviews.
• Perform other duties as assigned.

Skills

Strategic thinking

Group presentation

Complex problem-solving

Customer service

Technical aptitude

Written and verbal communication

Education

High school or GED

Job description

Site Manager

POSITION PROFILE

Accountable for daily operations of small to medium site and manages small team. Manages contracted services including, but not limited to: Copy services, Courier Services, Managed Print services, Hospitality, Imaging and Mail services. Responsible for assessing talent, staff career development and conducts performance management activities & employee counseling with support from assigned leadership

Job Duties and Responsibilities

• Responsible to manage daily operations of a small-medium size site while managing a small team of direct reports
• Prioritizes multiple and competing priorities. Communicates team vision and priorities while creating a helpful and positive work culture to maximize retention.
• Demonstrates working knowledge of Ricoh products and offerings by efficiently using existing products/processes or provides alternatives to opportunities and situations.
• Manages total production labor percentages by achieving percentage of production worker labor and quality control labor established by the company.
• Improves quality of operations while consistently applying effective implementation and management of RICOH Service Excellence tools.
• Ensuring achievement of Service Level Agreements, the Site Manager is responsible for working with the customer to improve business processes, with support of AOM/ESM or NOM.
• Creates and maintains a customer-focused environment with regular end-user feedback and customer satisfaction surveys, focusing on business retention, customer service
• Ensures the quality of operations for shift by assisting in the achievement of goals in Audit and Deadline standards and compliance, utilizing tools and best practices.
• Ensures that location is properly staffed by matching employee skills and equipment with production demands.
• Motivates employees and recognizes their accomplishments in a timely manner leveraging the Ricoh Recognizes programs.
• Clearly communicates job expectations/consequences of direct reports by training, crosstraining, coaching, counseling, directing, evaluating the work of subordinates to increase their work output and work quality.
• Identify training and performance planning targets through the development of assigned staff through Individual Development Plan Management
• Responsible for evaluating team member performance and providing career development and training opportunities.
• Maintains formal contact with the customer on a daily basis
• Must possess an in-depth understanding of the client's requirements, with support of AOM/ESM or NOM.
• Identify gaps/scope creep in service delivery and adjust process documentation to work within the client or Ricoh framework while ensuring financial responsibilities are met
• Facilitates resolution of issues concerning pricing, orders-in and invoicing by interacting and communicating with sales department.
• Is responsible for creating/supporting site required reporting, customer presentations and business reviews to ensure alignment with contractual requirements and value add reporting, with support of AOM/ESM or NOM.
• Performs other duties as assigned.

QUALIFICATIONS (Education, Experience, and Certifications

Typically Requires:

• High school or GED is required.
• 3-5 years of work experience in a related field (B2B and/or technical).
• Previous 2 years of managerial work experience strongly preferred.
• Previous 3-5 years Customer facing work experience required.
• Demonstrated high level knowledge and understanding of technology.
• Off 360 proficient user

KNOWLEDGE, Skills And Abilities

• Strategical thought processor of issues
• Ability to present to a medium sized group
• Complex Problem-Solving Skills
• Professional Customer Service skills
• Professional Technical aptitude
• Professional Written and Verbal Communication skills

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.
• Some physical effort is required which may involve long periods of standing, walking, bending, reaching, stretching, climbing or similar activities as well as lifting or moving items weighing up to 50 lbs.
• Moderate dexterity regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination.

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.

Come Create at Ricoh:

If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence.

Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information—how it is collected, stored, managed, and shared—to unlock the potential in every organization. We deliver services and technologies that inspire our customers’ success and guide them toward a better and more sustainable future. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.

Invest in Yourself:

At Ricoh, you can:

• Choose from a broad selection of medical, dental, life, and disability insurance options.
• Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
• Augment your education with team member tuition assistance programs.
• Enjoy paid vacation time and paid holidays annually
• Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.