Field Manager, Operations

Field Manager, Area Operations Position Profile

Considering Candidates residing in - VA, NC, SC, and GA

The Field Manager, Area Operations is directly responsible for the execution and management of all managed service operations across Area site locations within the assigned territory. This role ensures operational strategy and contractual compliance to maintain consistency in site-level performance and service excellence standards. The Field Manager leads account expansion and renewals, focusing on employee selection, development, succession planning, customer experience, and achieving site profit objectives. This position is a key member of the Area Operations team.

Job Duties and Responsibilities

• Promote effective use of internal recruiting and selection processes to attract and hire talent.
• Identify employee training and development needs through formal competency assessments and Ricoh training offerings.
• Arrange assignments, training, and experiences to enhance team members' development and job satisfaction.
• Directly manage Managed Services employees within the assigned area.
• Oversee and inspect Field Service Representative (FSR) performance.
• Establish goals, clarify roles and responsibilities, and hold team members accountable.
• Collaborate with leaders, team members, and customers to implement solutions and initiatives.
• Monitor, evaluate, and recognize employee excellence using the Ricoh Recognizes program.
• Address performance issues and establish improvement plans with managerial courage.
• Empower others to solve problems and facilitate discussions for creative solutions.
• Lead succession planning by developing promotable candidates.
• Support onboarding and development plans for Area resources.
• Build key relationships with internal and external customers.
• Identify service delivery gaps and adjust processes to align with client or Ricoh frameworks.
• Facilitate meetings with key customer contacts regarding contracts, initiatives, and value-added services.
• Ensure timely execution of MS initiatives aligned with quality standards using program tools and best practices.
• Navigate Ricoh's internal structure and manage internal communications cadence.
• Conduct area account certifications to inspect service standards and drive improvement.
• Assist in installing new or expanding sites, focusing on operational validation and customer satisfaction.
• Oversee Ricoh's onboarding support processes related to service and satisfaction.
• Establish and manage reporting packages based on customer requirements.
• Lead and manage teams through all phases of change management.
• Maintain a customer-focused environment with regular feedback and satisfaction surveys.
• Ensure customer satisfaction through site visits and end-user engagement.
• Handle customer escalations, root cause analysis, and issue resolution.
• Create and present site reports, customer presentations, and business reviews.
• Implement and manage Ricoh Service Excellence standards.
• Ensure quality and productivity standards are met by On-Site Managers.
• Maintain knowledge of services and solutions.
• Assist in preparing documentation for proposed site service requirements.
• Validate new opportunities and ensure timely execution with appropriate resources.
• Ensure profitability of assigned accounts and support Area Director in achieving financial goals.
• Submit accurate and timely billing.
• Monitor account receivables in collaboration with Shared Services.
• Coordinate month-end closing and accounting functions.
• Implement contract pricing escalators for assigned accounts.
• Perform other duties as assigned.

Qualifications

• College degree preferred.
• 5–7 years of multi-site operations management experience with direct client contact in a professional business setting (facilities management or related outsourcing industry).
• Successful completion of all Site Manager Level training (for internal candidates).
• Valid driver's license and minimum auto insurance coverage per Ricoh policy.

Knowledge, Skills, and Abilities

• Strong team leadership and motivational skills.
• Excellent customer service and communication skills.
• Effective presentation skills.
• Proficient in PC usage and relevant software.

Working Conditions, Mental and Physical Demands

• Office environment with standard lighting, ventilation, and noise levels.
• Diverse work assignments requiring interpretation and application of complex information.
• Mostly sedentary work with occasional walking, standing, bending, and lifting (up to 50 lbs).
• Moderate dexterity required for regular use of tools and equipment.

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