POSITION PROFILE 

Provides executive leadership and guidance to Managed Service operations personnel in the field with a   focus on customer satisfaction, contract execution and profitable delivery of services.  Responsible for coaching, motivating, training and advising the Operations team.  Directs the leadership team to ensure consistent operations and fulfillment of contracts including customer-specific Service Level Agreements (SLA) across all account types and portfolios, including all Industries, Global, Managed, Technical Professional and IT Services. Works through executive Leadership to achieve maximum levels of customer satisfaction and to attain both short and long-range goals and objectives.  Has a focus to continual improvement of field employees, customer and support processes. Contributes to the success of all Service areas through collaboration and supportive engagement.  Operates under a broad scope of authority within generally accepted guidelines. 

 

Job Duties & Responsibilities:  

Drives operational activities responsible for revenue and profit growth in all accounts nationally  Partners with the Sales organization to develop growth strategies that increase combined return on sales growth  Drives implementation of services that balance labor and technology solutions to drive customer outcomes  Attends Customer Quarterly Updates as needed for executive sponsorship   Provides leadership and operational management to the service organization   Partners across the organization, including Sales develop effective service delivery execution programs  Responsible for staying current with customer, industry and RICOH business trends.  Builds executive and influencer level relationships cross functionally both internally and externally.  Responsible for developing and delivery of effective Quarterly Strategic Updates  Responsible for attaining revenue plan and account retention / development  Engages all RICOH lines of business with customer functional areas  Serves as sponsor and champion of quality customer service and retention initiatives.  Contributes to Region and corporate overall service strategy through participation in national customer service project teams.  Provides the Managed Services Operations organization leadership and management to ensure achievement of customer service objectives and implementation of processes, consistent with Region and company plans.  Plans and organizes human resources to gain maximum efficiency and deliver optimum customer responsiveness.  Develops high performance operational executive and management teams through effective recruiting, performance management and coaching, provides challenging assignments and opportunities for development, and rewards performance through effective recognition and compensation management.  Works with Human Resources to develop and leads effective employment strategies including areas of recruiting, compensation and recognition.  Drives a culture of highly value employees with a focus to reduced voluntary turnover.  Ensures that at all times, business conducted within the organization is of the highest ethical and professional standards.  Leads, motivates and coaches the Managed Services Operations team, while maintaining a positive attitude and setting an example of professionalism in a demanding, fast-paced business environment. Keeps customer service team apprised of changing policies, competitive developments and market trends.  Maintains close, personal touch with employees at all levels in the customer service organization through regular communication venues including communication meetings, team meetings and employee interviews.  Partners with the leader of Service Delivery to push more advanced services implementation and support activities to Field Operations constantly enhancing the knowledge of field operations personnel.  Generates and monitors KPI’s and other appropriate performance measurements pertaining to the customer and operation teams  Performs other duties as assigned. 

 

Qualifications (Education, Experience, & Certifications):  

Requires 4-year college degree or equivalent experience.  7-10 years of management experience in the area of operations and customer service is strongly preferred   Strongly prefer a minimum of 5 years of executive service assignments.  Must have excellent presentation skills  Must be experienced in setting goals by defining and prioritizing specific, realistic objectives.  Must have a proven track record of relationship building with both internal and external customers.

 

Knowledge, Skills & Abilities:

Possesses leadership ability and sound judgment and decision-making ability.  Displays a strong ability for self direction and exhibits a high degree of initiative  Possesses problem-solving and facilitation skills.   Must possess excellent negotiation skills, and be a diplomat.  Must be highly motivated with the ability to handle multiple assignments and operate effectively in a fast paced environment  Possesses superior interpersonal and communications skills.  Possesses excellent customer service skills including ability to follow up to ensure closure of issues.  Possesses strong organizational and analytical skills.  Must possess excellent negotiation skills, and be a diplomat and liaison to the Regions  Possesses excellent listening and interviewing skills, tact, charisma and the ability to negotiate. 

 

Working Conditions, Mental & Physical Demands:

Typically works in an office environment with adequate lighting and ventilation, and normal range of temperature and noise.   Frequent over night travel is required..  Requires frequent contact with cross functional executive leadership as well as internal and external customers. Requires internal contacts via phone and in person with all levels of management to resolve customer complaints and develop strategy on negotiations of deals.  Requires external contacts via email, phone and in person with senior levels of management for negotiations of Global/National deals.  Work has stress due to the impact the incumbent's actions have on company results.  Minimal physical effort is required; lifting items typically weighing less than 10 lbs.  Requires regular use of a computer and calculator to access customer base information and analyze statistical data. 

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.