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Role: Field Service Manager
Located: Field Based- Suffolk
Package: Competitive pay, plus bonus, company car and excellent company benefits

About Ricoh:

Ricoh is a global technology business. As a company born in print, we design and manufacture graphic solutions that transform communications. To keep up with the pace of change in the workplace, we have built an extensive portfolio of innovative, industry-leading digital services spanning everything from Cloud & IT infrastructure solutions to process automation tools.

Everything we do is designed to help individuals achieve fulfilment through work. Through technology, we make work smarter and more creative. Enabling people to lead purposeful working lives and organisations to become more productive, sustainable and profitable.

Find out more aboutRicoh Today

What you will be doing

• To directly manage a team of Field Service Technicians within a geographical district. To develop and coach the team in order to achieve the Company’s performance targets. To balance the needs of Technician development in line with Service Grading structure in accordance with the business needs of the district to ensure effective performance.
• To provide leadership and guidance to improve the team’s technical and soft skills through individual coaching/mentoring and to ensure each team member has a personal development plan in line with the Service Technician Grading structure.
• To complete and conclude the following activities for the district in line Company procedure:

• To manage the districts SLA and KPI ensuring a proactive approach where indicators are below the agreed performance level.
• To manage all aspects of the team ensuring Company procedures are adhered to including contract obligations, absence management, performance management and quality procedures.
• Responsible for customer satisfaction in the individual area, ensuring customer service complaints are resolved effectively, and that a high quality service is provided meeting customer SLAs.
• To develop a strong working relationship with National Contact Centre to ensure standardisation between Field Service and Customer Support. To attend regular reviews with their district Customers Schedulers.
• Ensure maximum service profitability through monitoring and management of parts consumption and departmental expense. Responsible for car stock and site lockers.
• To complete regular Company asset reviews; to include Company vehicles, IT equipment, PDA’s and any other Company property. To inform the appropriate departments and to take corrective action on the discovery of damage or misuse.
• To chair monthly district meetings in order to facilitate two way communication between Technicians and Management. To cascade Company information and Company performance.
• To participate in Service and Company related projects and assist with the implementation of new working practices and procedures.
• Develop work relationships with Sales Account Managers to maintain customer relationships and provides support to the Sales function.

You will ideally have

• Professional knowledge in all areas of field service, gained through significant work experience
• Good understanding of the internal and external customer principles
• Advanced customer handling skills to support the process for maintaining and acquiring new clients
• Ability to communicate with all levels within the organisation
• Good presentation skills for undertaking presentations to external customers and the senior management team
• People management skills, ability to lead, develop, coach, motivate and handle conflict
• Analytical skills
• Negotiation skills
• Numerate and literate
• PC literate

We receive a high volume of applications for our roles, so we encourage you to apply as soon as possible

In return for your commitment, you can expect

We’re looking for individuals with values and causes, strengths and weaknesses, passions and ideas. Bring your unique energy, and we’ll match it with opportunities to create the future.

In return for your commitment, we can offer you:

• Flexible and hybrid working in line with role requirements
• An inclusive workplace
• Excellent package with solid basic, strong bonus and company benefits including:
  • A competitive holiday entitlement, two days special leave per annum for volunteering, additional holiday purchase scheme
  • Flexible retirement plan
  • Wellbeing schemes to support your physical, emotional and financial health including Employee Assistance Programme, financial protection, life cover and will writing, medical protection, gym, travel and retail discounts, and more.
  • Company car / car allowance (role-specific), cycle to work scheme
• Career development and life-long learning opportunities
• Opportunity to join a global company

Life at Ricoh:

Ricoh’s Core Values

Our values encourage us to constantly improve and contribute to the wellbeing of all stakeholders, including our customers, employees and society.

For our leaders, we deliver training and mentorship to ensure our managers can positively contribute to our company culture, with inclusive behaviours that are aligned to our values.

Be part of something bigger

Our approach to sustainability touches every part of our organisation: from manufacturing to distribution, business sites to recycling, and how we support our customers.

By working with Ricoh, you choose to work for a company that cares about its impact on the planet and takes steps to reduce it each year. We have a number of global sustainability accreditations. You can read more about our work toward the UN's 17 Sustainable Development Goals here.

We are an equal opportunities employer

We are an equal opportunities employer

We are open to discussing adjustments to the recruitment process if needed. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.

Striving for inclusion and diversity isn’t just the right thing to do. Diverse approaches, perspectives and experiences make us more innovative, lead to better decisions and help us better understand the needs of our customers.

To empower you to bring your full identity to work, we have employee-led affinity groups in LGBTQ , gender and ethnicity that allow members to explore issues and challenges surrounding shared identities, experiences and beliefs.

Click here to learn more about life at Ricoh.