Field Operations Manager - Managed Services
Ricoh - Owings Mills, MD

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POSITION PROFILE
Under the direction of the Region Director of Operations, assumes the lead in implementing, managing, and inspecting programs, initiatives, action plans and strategies aimed at improving service levels productivity, profitability, customer satisfaction, contract compliance and employee satisfaction. Provides leadership, training, and direction to all area management. Provide direction and oversee implementation of new account, expansion and service area add-ons. Takes lead role in the inspection and certification of Service Excellence Methodology. Liases with Area Director to support activities to effectively meet business results.

JOB DUTIES AND RESPONSIBILITIES *
  • Ensures existing tools and processes within Ricoh Service Excellence (RSE) remains current and effective. *
  • Routinely reviews existing tools and processes within RSE, and make any necessary changes, edits or revisions. *
  • Develops new tools and processes within RSE to replace, complement or add to existing methodology. *
  • Completes quarterly and annual area certifications. *
  • Assist in large MDS and MS site implementations by coordinating project leads, reviewing IPT and obtaining necessary resources. Inspect Implementation Planning Tools. Assist in draft and review of all SLAs. *
  • Roll out new programs, tools or processes to the field in an effective manner that ensures full comprehension, execution and compliance. *
  • Measure compliance and effectiveness that can, in turn, determine the need for further training or process and tool adjustments. Inspection of MMRs and Inspection of Site Visit Plans. *
  • Support RegionDirectors of Sales and Directors of Operations as necessary. *
  • Assist in ensuring contracts are managed according to company standards, client specifications & customer requirements, by effectively supervising assigned personnel and validation of service quality. *
  • High Risk Services - inspection and assistance in scope validation and vetting through Risk Management and Legal through completion of implementation. *
  • Support National and Region Trainers in meeting their objectives. Work with region trainers and area directors in communication of completion rates and activities to complete (Steps to Success, COE, RTB, Customer First, etc.) Sales training for RSE, ACS, etc. *
  • Supports area and region management by clearly communicating observations of site/area personnel as it relates to job expectations and performance *
  • Support the area employee coverage model and talent acquisition by assisting with recruiting and talent acquisition. *
  • Assists with training, cross-training, coaching, directing and evaluating the work of site/area personnel to increase their performance and work quality. *
  • Responsible for completing On-boarding process for team members and new hires. *
  • Maintains positive internal working relationships with all department employees by communicating in a professional manner and by providing constructive feedback. *
  • Promotes an environment of integrity and responsibility in the workplace by creating a work environment where they "lead by example". *
  • Assist with various employee engagement initiatives. *
  • Completes required reports and other paperwork as required. *
  • Works with area directors to submit on-time and accurate SE workbook *
  • Partners with Area Director to inspect for execution on all contract escalations *
  • Leads the execution and focus in collaboration with the AD and their team leaders to inspect actions and consolidate Bottom Performing Sites/Focus 15 for area. *
  • Inspection of Loss Reserve accounts and status of activities to drive profitability *
  • Support Area Directors in completion of physical inventories for supplies and equipment as well as ongoing toner roundup. *
  • Drive area communication initiatives such as RAPs, travel days, weekly IAM team meetings *
  • Support the area in customer issues and site troubleshooting, etc. *
  • Performs other duties as assigned.

QUALIFICATIONS (EDUCATION, EXPERIENCE AND CERTIFICATIONS) *
  • 4-year college degree is desired or equivalent experience. *
  • Requires 4+ years of 1st line management experience.
We are an Equal Opportunity Employer. M/F/D/V

About this company
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Ricoh Americas represents Japan's Ricoh Company in Central America, North America, and South America. The unit markets, sells, and...