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Manager I, Production Field Services

Position Profile:** This role leads, manages, and supports a team of production print service technicians, ensuring timely, cost-effective, and high-quality service delivery to high-end Ricoh accounts. The Manager I, Production Field Services plays a critical role in driving customer satisfaction while achieving service delivery, revenue, and gross profit (GP) goals for Ricoh’s US production print operations. **At least 75% of the technicians reporting to the manager should be production technicians.

Key Responsibilities:

Lead and support a team of production print technicians to deliver high-quality service to production accounts.

Maintain strong relationships with senior/executive-level customer management to ensure maximum satisfaction.

Optimize resources, work assignments, and technician territories for efficiency and job enrichment.

Collaborate with the Production Sales team and Ricoh senior leadership to develop and implement customer-specific SLAs and service objectives.

Ensure timely responses to customer inquiries and concerns, meeting SLA commitments while achieving account-specific GP targets.

Act as a customer advocate, promoting Ricoh solutions and articulating the Ricoh value proposition.

Inspire and motivate technicians through the ON-Track performance management program.

Manage service costs effectively, including parts, staffing, travel, and education expenses.

Provide accurate and timely performance appraisals for direct reports.

Support hardware placement and service strategies while maintaining customer satisfaction.

Oversee 24/7 production print customer service, including resolving critical situations, engaging higher-tier technical support, and escalating to senior management when necessary.

Analyze root causes of product performance or service issues and take proactive action.

Ensure adherence to key performance indicators (KPIs) for service productivity.

Recruit, interview, and hire new production print technicians as needed.

Lead or contribute to cross-functional initiatives to enhance technical skills, revenue, cost efficiency, and overall performance in the production print market.

Act as the primary customer advocate for multi-region accounts headquartered within the manager’s local territory.

Review high/low GP accounts, implement performance improvement strategies, and share best practices across the production print team.

Plan staffing and technical support according to customer production schedules (e.g., month-end, quarter-end, year-end runs).

Establish proactive communication with customers, business partners, and peers to reinforce Ricoh’s brand reputation.

Perform additional duties or special projects as assigned, which may require travel.

Qualifications & Experience:

Associate degree or college-level coursework in business management (a four-year degree is preferred).

Minimum of six years of relevant experience.

Skills & Competencies:

Strong leadership and supervisory abilities.

Excellent interpersonal and communication skills, including the ability to engage with executive-level customers.

Proven ability to deliver superior customer service and resolve issues effectively.

Exceptional organizational, analytical, and problem-solving skills.

Skilled in written communication and documentation.

Computer literacy with proficiency in essential business applications.

Work Conditions:

Primarily based in an office environment with standard lighting, temperature, and noise levels.

May require overnight travel based on assignment.

Regular interactions with senior-level internal and external customers.

Occasional exposure to various work environments (office, construction site, manufacturing facility, customer’s home, etc.).

Flexibility to work off-hours during emergency situations.

High-pressure responsibilities due to 24/7 service expectations.

Requires minimal physical effort (lifting items under 10 lbs).

Frequent use of computers and calculators for data analysis and reporting

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.