Senior Site Manager, MS Site Management

Ricoh USA, Inc.

Atlanta (GA)

On-site

USD 90,000 - 130,000

Full time

6 days ago

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Benefits offered by this job

Healthcare benefits

401K

Health Savings Account

Flexible Spending Account

Tuition assistance

Paid vacation and holidays

Job summary

Ricoh USA, Inc. in Atlanta, GA is seeking a Senior Site Manager to lead daily operations for a medium to large site and oversee a team supporting diverse services including Copy, Courier, Managed Print, Hospitality, Imaging and Mail.

You will drive SLA achievement, recruit and develop staff, implement service excellence tools, and collaborate with cross-functional leaders to deliver customer-focused solutions and profitable growth.

Qualifications

High school diploma or GED required.
5+ years in related field (B2B and/or technical environment).
2+ years of management experience preferred.
5+ years of customer-facing experience required.
Demonstrated knowledge of technology.

Responsibilities

Manage daily site operations and supervise a medium-sized team.
Prioritize complex projects and manage multiple priorities.
Achieve SLA objectives and foster a high-performing team.
Collaborate with cross-functional leaders on service delivery.
Implement Ricoh Service Excellence tools and drive process improvements.
Maintain staffing levels and support employee development.
Deliver customer reports and ensure contractual requirements are met.

Skills

Operations management

Team leadership

SLA management

Client-facing

Process improvement

Staff development

Cross-functional collaboration

Microsoft Office 365

Education

Some College

High school diploma or GED

Tools

Microsoft Office 365

Job description

Job Description

Senior Site Manager, MS Site Management

POSITION PROFILE

Accountable for the daily operations of a medium to large team that may support a complex site and/or multiple sites. Ensures contract compliance for contracted services including, but not limited to, Copy Services, Courier Services, Managed Print Services, Hospitality, Imaging, and Mail Services through SLA results and client feedback.

Responsible for talent selection and assessment, recruiting, hiring, onboarding, employee retention, staff training and development, succession planning, and performance management, including employee counseling.

Job Duties And Responsibilities

Manage the daily operations of a medium to large site while supervising a medium-sized team of direct reports.
Prioritize complex projects while effectively managing multiple competing priorities.
Foster an inclusive, high-performing team environment where SLA objectives are consistently achieved.
Demonstrate expert knowledge of Ricoh products and service offerings.
Provide strategic and tactical insights by actively collaborating with counterparts across business units and functions.
Improve operational quality through effective implementation and management of Ricoh Service Excellence tools.
Manage staffing and performance of assigned site personnel and Field Service Representatives.
Create and maintain a customer-focused environment through regular end-user feedback, customer satisfaction surveys, and active Commitment Action Documents.
Ensure operational quality standards are met through achievement of audit, deadline, and compliance objectives using established tools and best practices.
Maintain appropriate staffing levels by utilizing effective recruiting and selection processes.
Motivate employees and recognize accomplishments through Ricoh Recognition programs.
Identify and recommend high performers for succession planning opportunities.
Support employee retention, performance management, and employee counseling initiatives.
Develop staff through Individual Development Plans (IDPs), mentorship, succession planning, and targeted training programs.
Focus on business retention, customer service excellence, team performance, and profitable growth.
Lead and support teams through all phases of change management.
Analyze complex processes, conduct root cause analysis, and implement solutions to improve operational effectiveness and customer satisfaction.
Identify service delivery gaps or scope creep and adjust process documentation within client and Ricoh frameworks, with support from the AOM, ESM, or NOM.
Facilitate resolution of pricing, order, and invoicing issues through collaboration with the Sales team.
Maintain regular communication and formal customer contact on a daily basis within MS operations and as needed in BIS operations.
Clearly communicate performance expectations and accountability measures through training, coaching, counseling, directing, cross-training, and evaluating staff.
Serve as a consultant to customers by recommending workflow improvements and value-added services.
Collaborate with leaders, team members, and internal and external customers to implement solutions and initiatives.
Suggest, develop, and implement process improvements that enhance quality and productivity.
Complete Monthly Operations Reviews, site reports, and other required documentation.
Support QSMs as required.
Create and deliver customer reports, presentations, and business reviews to ensure alignment with contractual requirements and demonstrate value-added services.
Perform other duties as assigned.

Preferred Experience

TRAC Space Facilities Management experience is helpful.

Typically Requires

High school diploma or GED required.
5+ years of experience in a related field (B2B and/or technical environment).
2+ years of management experience strongly preferred.
5+ years of customer-facing experience required.
Demonstrated high-level knowledge and understanding of technology.
Proficiency with Microsoft Office 360/Office 365 applications.

Knowledge, Skills, and Abilities

Strategic facilitation of complex issues.
Ability to present to large groups.
Strong complex problem-solving skills.
Demonstrated managerial courage.
Expert customer service skills.
Strong technical aptitude.
Excellent written and verbal communication skills.

Working Conditions, Mental and Physical Demands

Typically works in an office environment with adequate lighting, ventilation, and standard temperature and noise levels.
Work assignments are diverse and require the ability to interpret, comprehend, and apply complex information, data, and instructions, as well as prepare and communicate a wide range of information.
Some physical effort is required, including extended periods of standing, walking, bending, reaching, stretching, climbing, and lifting or moving items weighing up to 50 pounds.
Requires moderate dexterity and regular use of basic tools and equipment, including calculators, keyboards, hand tools, and eye-hand coordination.

About Us

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

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.

JOB INFO