Responsible to manage daily operations of a medium-large size site while managing a medium large team of direct reports

• Prioritizes complex projects while effectively managing multiple and competing priorities.

• Fosters an inclusive and high performing team environment in which SLA objectives are met.

• Expert knowledge of Ricoh's products and offerings. Consistently consults and displays insights into strategic and tactical issues by actively seeking input of counterparts in other business units and businesses.

• Improves quality of operations while consistently 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.

• Creates and maintains a customer-focused environment with regular end-user feedback and customer satisfaction surveys, with active Commitment Action Document.

• Ensures the quality of operations for shift by assisting in the achievement of goals in Audit and Deadline standards and compliance, utilizing tools and best practices. • Ensures that location is properly staffed by promoting effective use of internal recruiting and selection process to attract and hire talent.

• Motivates employees and recognizes their accomplishments in a timely manner leveraging the Ricoh Recognition programs.

• Identifies and recommends 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.

• Focus is on business retention, customer service, high performing team, and profitable growth.

• Able to support, lead and manage team through all phases of Change Management.

• Understand complex and detailed processes, seeks ways to improve operational effectiveness, conducts 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, with support of AOM/ESM or NOM.

• Facilitates resolution of issues concerning pricing, orders-in and invoicing by interacting and communicating with sales department.

• Maintains formal contact with the customer on a daily basis in MS and as needed in BIS.

• Clearly communicates job expectations/consequences of direct reports by training, crosstraining, coaching, counseling, directing, evaluating the work and efficiency of subordinates to increase their work output and work quality.

• Acts as a consultant to customer in improving business processes through workflow enhancements and appropriate services

• Collaborates with other leaders, team members, and internal or external customers to implement a solution or initiative.

• Able to support, lead and manage team through all phases of Change Management, with support of AOM/ESM or NOM.

• Suggests, develops, and implements process improvements that increase quality or productivity.

• Completes Monthly Operations Review, site reports and other paperwork as necessary. Supports QSMs.

• Is responsible for creating/conducting site required reporting, customer presentations and business reviews to ensure alignment with contractual requirements and value add reporting.

• Performs other duties as assigned. EEO/Affirmative Action Employer -- M/F/Disability/Veteran