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Senior Site Manager, MS Site Management** **Position Profile

Responsible for daily operations of a medium to large team, which may include a complex site and/or multiple sites. Ensures contract compliance for services such as Copy Services, Courier Services, Managed Print Services, Hospitality, Imaging, and Mail Services through SLA results and client feedback.

Key responsibilities include 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 daily operations of a medium-large site and a medium-large team of direct reports.

+ Prioritize complex projects while managing multiple competing priorities.

+ Foster an inclusive, high-performing team environment that meets SLA objectives.

+ Demonstrate expert knowledge of Ricoh's products and offerings; provide strategic and tactical insights.

+ Improve operational quality using Ricoh Service Excellence tools.

+ Oversee staffing and performance management of site personnel and Field Service Representatives.

+ Maintain a customer-focused environment through regular feedback and satisfaction surveys.

+ Ensure compliance with audit and deadline standards using best practices.

+ Promote effective recruiting and selection processes to ensure proper staffing.

+ Motivate and recognize employees using Ricoh Recognition programs.

+ Identify and recommend high performers for succession planning.

+ Develop staff through Individual Development Plans, succession planning, and mentorship.

+ Focus on business retention, customer service, team performance, and profitable growth.

+ Lead and support teams through all phases of Change Management.

+ Analyze and improve complex processes to enhance customer satisfaction.

+ Identify service delivery gaps and adjust documentation accordingly.

+ Resolve pricing, order, and invoicing issues in collaboration with the sales department.

+ Maintain formal customer contact daily (MS) and as needed (BIS).

+ Clearly communicate job expectations and consequences to direct reports.

+ Act as a consultant to improve customer business processes.

+ Collaborate with internal and external stakeholders to implement solutions.

+ Suggest, develop, and implement process improvements.

+ Complete Monthly Operations Reviews, site reports, and other required documentation.

+ Support QSMs and conduct site reporting, customer presentations, and business reviews.

+ Perform other duties as assigned.

Qualifications

Education & Experience:

+ High school diploma or GED required.

+ 5+ years of related work experience (B2B and/or technical).

+ 2+ years of managerial experience strongly preferred.

+ 5+ years of customer-facing experience required.

+ Demonstrated high-level understanding of technology.

+ Proficient in Microsoft Office 360.

Knowledge, Skills, and Abilities

+ Strategic facilitation of complex issues.

+ Strong presentation skills for large groups.

+ Advanced problem-solving capabilities.

+ Managerial courage and expert customer service skills.

+ High technical aptitude.

+ Excellent written and verbal communication skills.

Working Conditions, Mental and Physical Demands

+ Office environment with standard lighting, ventilation, and noise levels.

+ Requires interpreting and applying complex data and instructions.

+ Some physical effort: standing, walking, bending, lifting up to 50 lbs.

+ Moderate dexterity: use of calculator, keyboard, hand tools, and coordination.

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