POSITION PROFILE

Supervises day-to day operations and staff of high production and fulfillment operations of MS sites. Develops, implements and reviews related procedures. Invoices accounts and interacts with customer; assists in maintaining acceptable profit levels and ensures that customer expectations are met. High degree of customer interface. Responsible for 13+ employees or $80K+ in services revenue per month at a single site. After insuring achievement of Service Level Agreements, the SM is responsible for working with the customer to improve business processes through optimization and use Ricoh Process Director. The SM must possess an in-depth understanding of the client's requirements and domain, be IT centric, enabling communication with the Customer IT Department resources. Communicates account Business Process opportunities to the supporting sales and professional service teams. Assists other support team members in developing, implementing and managing additional production print customers including set-up of new job types in Ricoh Process Director.

 

JOB DUTIES AND RESPONSIBILITIES

Routinely demonstrates and creates a helpful and position work culture. Encourages and builds positive relationships and communicates effectively with all co-workers and outside vendors. Maintains relationship with Post Office Maintains relationships with and evaluates 3rd party vendors for cost savings and deliverables Conducts themselves at all times as the public image of the company in accordance with RICOH's code of ethics. Effective implementation of RICOH Service Excellence. Effective implementation and management of RICOH Service Excellence. Achieves shift profitability in the area of cost of goods by effectively supervising the shift in the use of company materials and supplies. Manages total production labor percentages by achieving percentage of production worker labor and quality control labor established by the company. Meets quality and deadline standards by the effective use of job scheduling practices. Handles formal contact with the customer on a daily basis in MS and as needed in BIS Provides training on work flow and machine operations when necessary. Ensures the quality of operations for shift by assisting in the achievement of goals in Audit and Deadline compliance. Understands and ensures that Federal Regulatory and Customer SLAs are met Increases employee retention by achieving turnover and average tenure goals. Maintains efficient workflow by holding direct reports accountable for quality and efficiency of their work. Improves quality of operations and improves consistency by implementing company performance and operation procedures. Ensures that location is properly staffed by matching employee skills and equipment with production demands. Recommends solution configurations to Sales and Customer. Acts as a consultant to customer in improving business processes through workflow enhancements and appropriate services Facilities resolution of issues concerning pricing, orders-in and invoicing by interacting and communicating with sales department. Motivates employees and recognizes their accomplishments in a timely manner. Clearly communicates job expectations/consequences of employees by training, cross-training, coaching, counseling, directing, evaluating the work of subordinates to increase their work output and work quality. Completes site reports and other paperwork as necessary. Performs other duties as assigned.

QUALIFICATIONS (Education, Experience and Certifications)

Typically Requires:

High school or GED is required. 3+ years experience in a related field is required. At least one year of managing a production and/or customer service work team is required. Experience in delivering classroom and/or informal training sessions are required. Experience in operation of the most advanced machines, performing complex jobs, is required. KNOWLEDGE, SKILLS AND ABILITIES Detail-oriented Ability to effectively handle challenging customer situations Problem Solving Ability to identify creative or innovative solutions to problem environments. Excellent verbal and written communication skills in positive and negative circumstances Ability to effectively communicate with all levels of management, outside vendors, employees, and customers Ability to review and understand general instructions; prepare and provide diversified information Ability to establish effective communication with co-workers and customers by encouraging open and honest communication, receiving and giving feedback Ability to work in a team environment by maintaining positive, productive relationships with co-workers, management, sales and production departments. Ability to adapt to changing situations High degrees of flexibility, high motivation and a strong sense of urgency Self-directed and shows a high degree of initiative Ability to motivate individuals and groups Ability to set goals by defining and prioritizing specific, realistic objectives. Proficient PC skills, utilizing standard business software applications, are required. Ability to remain updated on current technology and trends in the marketplace by reading relevant journals, magazines and newspapers.

 

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 instruction  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.

 

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.