Site Manager

The Site Manager is accountable for the daily operations of a small to medium-sized site and manages a small team. This role oversees contracted services including, but not limited to, Copy Services, Courier Services, Managed Print Services, Hospitality, Imaging, and Mail Services. The Site Manager is responsible for assessing talent, supporting staff career development, and conducting performance management and employee counseling, with guidance from assigned leadership.

• Manage the daily operations of a small to medium-sized site, including direct supervision of a small team.
• Effectively prioritize multiple and competing priorities while communicating team vision and objectives.
• Foster a positive, collaborative work culture that drives engagement and maximizes employee retention.
• Demonstrate working knowledge of Ricoh products and service offerings by utilizing established processes or recommending appropriate alternatives.
• Manage production labor percentages by meeting company-established production and quality control labor targets.
• Improve operational quality through consistent application of Ricoh Service Excellence tools and best practices.
• Ensure achievement of Service Level Agreements (SLAs) and collaborate with customers to improve business processes, with support from the AOM/ESM or NOM.
• Maintain a customer-focused environment through regular end-user feedback and customer satisfaction surveys, emphasizing service quality and business retention.
• Ensure compliance with audit, deadline, and quality standards while supporting operational goals.
• Ensure appropriate staffing levels by aligning employee skills and equipment with production demands.
• Motivate employees and recognize accomplishments in a timely manner using Ricoh Recognizes programs.
• Clearly communicate job expectations and performance outcomes through training, cross-training, coaching, counseling, and regular evaluations.
• Identify training needs and performance improvement opportunities through Individual Development Plan (IDP) management.
• Evaluate team member performance and provide career development and training opportunities.
• Maintain formal, daily contact with customers.
• Develop and maintain a strong understanding of client requirements, with support from the AOM/ESM or NOM.
• Identify gaps or scope changes in service delivery and update process documentation to align with client and Ricoh frameworks while meeting financial objectives.
• Support issue resolution related to pricing, order processing, and invoicing by partnering with the sales team.
• Create and support required site reporting, customer presentations, and business reviews to ensure alignment with contractual expectations and value-add reporting.
• Perform other duties as assigned.

Education, Experience, and Certifications

Required:

• High school diploma or GED.
• 3–5 years of experience in a related field (B2B and/or technical).
• 3–5 years of customer-facing experience.
• Strong working knowledge of technology.
• Proficiency with Off 360.

Preferred:

• Minimum of 2 years of managerial or supervisory experience.

• Strategic and analytical problem-solving skills.
• Ability to present information to medium-sized groups.
• Strong customer service orientation.
• Technical aptitude.
• Professional written and verbal communication skills.
• Ability to handle complex and competing priorities effectively.

• Primarily an office environment with standard lighting, ventilation, temperature, and noise levels.
• Work assignments are varied and require the ability to interpret, comprehend, and apply complex information and instructions.
• Some physical activity required, including standing, walking, bending, reaching, stretching, climbing, and lifting or moving items up to 50 lbs.
• Moderate dexterity required, including regular use of basic office equipment such as keyboards, calculators, and hand tools.

The above statements are intended to describe the general nature and level of work performed by individuals assigned to this role. They are not intended to be an exhaustive list of all responsibilities, skills, efforts, or working conditions.