Senior Site Manager

2 days ago

Malvern, Pennsylvania, United States Ricoh Americas Corporation Full time
Job Title: Senior Site Manager

At Ricoh Americas Corporation, we are seeking a highly skilled and experienced Senior Site Manager to join our team. As a Senior Site Manager, you will be responsible for leading a medium to large-sized team and ensuring the daily operations of our site run smoothly.

Key Responsibilities:
  • Manage daily operations of a medium-large size site while leading a team of direct reports.
  • Prioritize complex projects and effectively manage multiple and competing priorities.
  • Foster an inclusive and high-performing team environment where SLA objectives are met.
  • Expert knowledge of Ricoh's products and offerings, consistently consulting and displaying insights into strategic and tactical issues.
  • Improve quality of operations while applying effective implementation and management of RICOH Service Excellence tools.
  • Responsible for staffing and performance management of assigned site personnel and assigned Field Service Representative staff.
  • Create and maintain a customer-focused environment with regular end-user feedback and customer satisfaction surveys.
  • Ensure the quality of operations for shift by assisting in the achievement of goals in Audit and Deadline standards and compliance.
  • Ensure that location is properly staffed by promoting effective use of internal recruiting and selection process to attract and hire talent.
  • Motivate employees and recognize their accomplishments in a timely manner leveraging the Ricoh Recognition programs.
  • Identify and recommend high performers for succession planning, responsible for employee retention, performance management, and employee counseling.
  • Identify training and performance planning targets through the development of assigned staff through Individual Development Plan Management, along with succession planning, and mentorship.
  • Foster a culture of business retention, customer service, high-performing teams, and profitable growth.
  • Able to support, lead, and manage teams through all phases of Change Management.
  • Understand complex and detailed processes, seek ways to improve operational effectiveness, conduct root cause analysis, and issue resolutions to ensure optimal customer satisfaction.
  • Identify gaps/scope creep in service delivery and adjust process documentation to work within the client or Ricoh framework.
  • Facilitate resolution of issues concerning pricing, orders-in, and invoicing by interacting and communicating with sales department.
  • Maintain formal contact with the customer on a daily basis in MS and as needed in BIS.
  • Clearly communicate job expectations and consequences of direct reports by training, cross-training, coaching, counseling, directing, evaluating the work and efficiency of subordinates to increase their work output and work quality.
  • Act as a consultant to customers in improving business processes through workflow enhancements and appropriate services.
  • Collaborate with other leaders, team members, and internal or external customers to implement a solution or initiative.
  • Able to support, lead, and manage teams through all phases of Change Management.
  • Suggest, develop, and implement process improvements that increase quality or productivity.
  • Complete Monthly Operations Review, site reports, and other paperwork as necessary.
  • Support QSMs.
  • Responsible for creating/conducting site required reporting, customer presentations, and business reviews to ensure alignment with contractual requirements and value-add reporting.
  • Perform other duties as assigned.
Qualifications:
  • High school or GED is required.
  • 5+ years of work experience in a related field (B2B and/or technical).
  • Previous 2 years of managerial work experience strongly preferred.
  • Previous 5 years Customer-facing work experience required.
  • Demonstrated high-level knowledge and understanding of technology.
  • Off 360 proficient user.
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 and 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.

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