Site Manager

POSITION PROFILE

 Accountable for daily operations of a small to medium site and manages a small team. Manages contracted services including, but not limited to: Copy services, Courier Services, Managed Print services, Hospitality, Imaging, Mail services, Catering, and Event Management. Responsible for assessing talent, staff career development, and performance management activities & employee counseling with support from assigned leadership. Ensures effective coordination and execution of hospitality and catering services for events, conferences, meetings, and other occasions, including food handling, facility management, and event setup.

Job Duties and Responsibilities

Responsible for managing daily operations of a small-medium size site while managing a small team of direct reports. Prioritizes multiple and competing priorities. Communicates team vision and priorities while creating a helpful and positive work culture to maximize retention. Demonstrates working knowledge of Ricoh products and offerings by efficiently using existing products/processes or providing alternatives to opportunities and situations. Manages total production labor percentages by achieving the percentage of production worker labor and quality control labor established by the company. Improves quality of operations while consistently applying effective implementation and management of RICOH Service Excellence tools. Ensures the achievement of Service Level Agreements. The Site Manager is responsible for working with the customer to improve business processes, with support from AOM/ESM or NOM. Creates and maintains a customer-focused environment with regular end-user feedback and customer satisfaction surveys, focusing on business retention and customer service. Ensures the quality of operations for the shift by assisting in the achievement of goals in Audit and Deadline standards and compliance, utilizing tools and best practices. Ensures that the location is properly staffed by matching employee skills and equipment with production demands. Motivates employees and recognizes their accomplishments in a timely manner leveraging the Ricoh Recognizes programs. Clearly communicates job expectations/consequences of direct reports by training, cross-training, coaching, counseling, directing, and evaluating the work of subordinates to increase their work output and work quality. Identifies training and performance planning targets through the development of assigned staff through Individual Development Plan Management. Responsible for evaluating team member performance and providing career development and training opportunities. Maintains formal contact with the customer on a daily basis. Must possess an in-depth understanding of the client's requirements, with support from AOM/ESM or NOM. Identifies gaps/scope creep in service delivery and adjusts process documentation to work within the client or Ricoh framework while ensuring financial responsibilities are met. Facilitates resolution of issues concerning pricing, orders-in, and invoicing by interacting and communicating with the sales department. Responsible for creating/supporting site-required reporting, customer presentations, and business reviews to ensure alignment with contractual requirements and value-add reporting, with support from AOM/ESM or NOM. Plans, coordinates, and executes all aspects of hospitality services for events, including catering, food handling, and event setup. Oversees facility management to ensure cleanliness, functionality, and preparedness for events, conferences, and large meetings. Assists with the setup and breakdown of events, ensuring all equipment and facilities are efficiently utilized and maintained. Facilitates communication between staff and clients to ensure successful event execution and high levels of customer satisfaction. Monitors hospitality and catering supplies, placing orders and maintaining inventory to ensure seamless service.

QUALIFICATIONS (Education, Experience, and Certifications) Typically Requires:

High school diploma or GED is required. 3-5 years of work experience in a related field (B2B and/or technical). Previous 2 years of managerial work experience is strongly preferred. Previous 3-5 years of customer-facing work experience is required. Demonstrated high level knowledge and understanding of technology. Proficient user of Microsoft Office 360. Experience in hospitality management and event coordination is a plus.

KNOWLEDGE, Skills And Abilities

Strategic thought processor of issues. Ability to present to a medium-sized group. Complex problem-solving skills. Professional customer service skills. Professional technical aptitude. Professional written and verbal communication skills. Strong organizational and multitasking abilities. Knowledge of event planning, catering, and food handling regulations.

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 instructions; 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; regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination). Ability to work in various settings, including event venues and conference centers, as needed.  

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.