Site Manager  Position Profile

The Site Manager is accountable for daily operations of a small to medium-sized site, managing a small team and overseeing contracted services such as copy services, courier services, managed print services, hospitality, imaging, and mail services. The role includes talent assessment, staff career development, and performance management, with support from assigned leadership.

Job Duties and Responsibilities

Manage Daily Operations

Oversee daily site operations for a small to medium-sized site, managing a small team of direct reports.

Prioritize and Communicate

Balance multiple priorities, communicate team vision, and foster a positive work culture to enhance team retention.

Product Knowledge

Demonstrate familiarity with Ricoh products, effectively utilizing existing solutions or providing alternatives.

Labor and Quality Control

Manage production labor percentages to meet established company standards.

Service Excellence

Apply RICOH Service Excellence tools to consistently improve quality of operations.

Service Level Agreements

Collaborate with customers to enhance business processes and ensure Service Level Agreements are met, with support from AOM/ESM or NOM.

Customer Focus

Create a customer-focused environment through regular feedback and customer satisfaction surveys, prioritizing business retention.

Quality and Compliance

Support quality operations by meeting Audit and Deadline standards, using best practices.

Staffing and Equipment Allocation

Ensure proper staffing by matching employee skills and equipment with production needs.

Employee Motivation and Recognition

Recognize and motivate employees promptly, utilizing Ricoh recognition programs.

Training and Development

Define job expectations, provide training, cross-training, coaching, and assess staff performance to enhance output and quality.

Individual Development

Set training and performance goals through Individual Development Plan Management for staff career growth.

Daily Customer Interaction

Maintain formal contact with the customer daily, understanding their requirements with support from AOM/ESM or NOM.

Service Delivery and Financial Responsibility

Address gaps in service delivery, ensuring processes align with client or Ricoh frameworks and financial obligations are met.

Issue Resolution

Facilitate issue resolution related to pricing, orders, and invoicing in collaboration with the sales department.

Reporting and Reviews

Create and support site-required reports, customer presentations, and business reviews, ensuring alignment with contractual requirements, with AOM/ESM or NOM support.

Other Duties

Perform additional duties as assigned.

Qualifications (Education, Experience, and Certifications)

Education

High school diploma or GED required.

Experience

3-5 years of related work experience (B2B and/or technical). 2 years of managerial experience preferred. 3-5 years of customer-facing experience required.

Technical Skills

Demonstrated knowledge and understanding of technology. Proficient in Microsoft Office 365.

Knowledge, Skills, and Abilities

Strategic thinking and problem-solving skills. Ability to present effectively to medium-sized groups. Excellent customer service and technical aptitude. Strong written and verbal communication skills.

Working Conditions, Mental and Physical Demands

Environment

Typical office environment with adequate lighting, ventilation, and standard noise levels.

Physical Demands

Some physical effort required, with tasks involving standing, walking, bending, and lifting items up to 50 lbs.

Dexterity

Regular use of basic skills (calculator, keyboard, hand tools, eye/hand coordination).

The above statements reflect the general nature and level of work expected in this role. This is not an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job.