Ricoh Americas Corporation Jobs

Corporate HR Specialist

Manager I, Production Field Services

POSITION PROFILE

· Leads, manages, and supports a team of production print service technicians. Responsible for the timely, cost-effective, and quality delivery of production print product service to high end Ricoh accounts. Ensures a high level of external customer satisfaction and achievement of service delivery and cost goals. Supports meeting Sales, Revenue and GP goals for the US production print operation.

· 75% of Tech's on team reporting to the Production Services Manager should be production technicians.

JOB DUTIES AND RESPONSIBILITIES

· Provides direction and support to a team of production print technicians to ensure delivery of timely, cost-effective, and quality product service to production accounts.

· Meets regularly with senior / executive level external customer management to insure the highest levels of customer satisfaction.

· Organizes resources (headcount) and work assignments to gain maximum efficiency and job enrichment i.e., work teams, territories, special assignments.

· Assists Production Sales team and Ricoh senior management with the development and implementation of customer specific SLAs and service goals.

· Provides timely response to customer inquiries and concerns and ensures compliance with agreed upon customer SLA's, while meeting account specific service Gross Profit goals.

· Works with assigned accounts reporting overall performance, promoting Ricoh solutions and can clearly articulate the Ricoh Value proposition.

· Inspires and motivates team members to deliver excellent customer service through the ON-Track performance management program.

· Takes full responsibility for meeting cost objectives for the territory. Includes parts, parts distribution, supplies, staffing, overtime, travel and education.

· Prepares and delivers timely and accurate performance appraisals for all direct reports.

· Works closely with production sales team to help place new hardware and service while maintaining customer environments and satisfaction levels to insure an on-going Ricoh / customer relationship.

· Owns responsibility for overall 7x24 production print customer satisfaction, tasks include driving Critical Situations (CritSits) to resolution, engaging Level 2 and Product Engineering for difficult technical issues, escalating to executive level internal management as required and frequent communications with customers to insure complete satisfaction with Ricoh service.

· Communicate with and understand customers' business needs. Vigorously initiate action to determine root cause of any significant product performance or service issues and take immediate and appropriate action to resolve problems.

· Provides proper direction to support team for achievement of service goals and objectives including all productivity KPI's.

· With approval, recruits, interviews, and hires new Technology Service Technicians.

· Could be expected to participate with or lead cross functional and/or cross region teams to improve production print technical skill, revenue attainment, cost reduction or other activities that improve Ricoh's performance in the production print market.

· Works as the customer advocate and sponsor for customers with installations in multiple regions when the customer's primary location is located within the manager's local territory. This will include developing/implementing customer specific reports and communication plans.

· Routinely review reports on high / low GP accounts and develop / implement plans to address low performance and learn/share from high performance accounts. Identify and drive best of breed processes and ideas across the US Production Print team.

· Be aware of, then plan accordingly (staffing, parts, tech supt, etc), to support customers based on their production schedules, such as month / quarter / year end runs.

· Proactively initiate actions and communications with your customers, business partners (pre/post) and peers to establish a positive Ricoh brand.

· Performs other duties or special projects, which could include additional travel, as assigned.

QUALIFICATIONS (Education, Experience and Certifications)

Typically:

· Requires associate degree or college level courses in business management; 4-year college degree is desirable.

· Requires a minimum of 6 years of related experience.

KNOWLEDGE, SKILLS AND ABILITIES

· Requires computer literacy with sound application knowledge and skill.

· Possesses strong leadership ability and fundamental supervisory skills.

· Possesses excellent interpersonal and communications skills.

· Possesses excellent customer service skills including ability to communicate well with executive level customer contacts and follow-up to ensure closure of issues.

· Possesses strong organizational skills and analytical ability.

· Possesses a well-developed sense of tact and verbal proficiency.

· Possesses excellent written communication skills.

WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS

· Typically works from an office environment with adequate lighting and ventilation, and normal range of temperature and noise.

· Depending on assignment, some overnight travel may be necessary.

· Visits customers in a variety of locations (i.e., office, construction site, manufacturer, the customer's home, etc.) and regularly requires exposure to various weather conditions.

· Requires frequent contact with both internal and external, senior level customers.

· Often required to work off-hours in emergency situations for customer down situations

· Work has significant stress due to the direct relation between 7x24 service delivery and customer satisfaction.

· 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.

Come Create at Ricoh:

If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence.

Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information—how it is collected, stored, managed, and shared—to unlock the potential in every organization. We deliver services and technologies that inspire our customers’ success and guide them toward a better and more sustainable future. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.

Invest in Yourself:

At Ricoh, you can:

• Choose from a broad selection of medical, dental, life, and disability insurance options.

• Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.

• Augment your education with team member tuition assistance programs.

• Enjoy paid vacation time and paid holidays annually

• Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.

EEO/Affirmative Action Employer -- M/F/Disability/Veteran