Job DescriptionSenior 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.
QUALIFICATIONS (Education, Experience, and Certifications)
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.
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.
