Field Manager – Legal Office Operations

Role Overview

• Promotes effective use of internal recruiting and selection processes to attract and hire talent.
• Identifies employee training and development needs through competency assessments and Ricoh training offerings.
• Arranges assignments, training, and experiences to support team member development and job satisfaction.
• Directly manages Managed Services employees within the assigned area.
• Directly manages and conducts on-site inspections of FSR performance.
• Establishes goals, clarifies roles and responsibilities, and holds internal and external team members accountable.
• Collaborates with leaders, team members, and customers to implement solutions and initiatives.
• Monitors, evaluates, and recognizes employee excellence using the Ricoh Recognizes program.
• Addresses performance issues and establishes improvement steps with managerial courage and sound decision-making.
• Sets expectations, empowers others to solve problems, and facilitates discussions that generate creative solutions.
• Leads succession planning by developing promotable candidates.
• Plays an active role in onboarding and development of Area resources.
• Develops key relationships with internal and external customers.
• Identifies gaps in service delivery and adjusts process documentation to align with client or Ricoh frameworks.
• Facilitates meetings with key customer contacts regarding contractual obligations, initiatives, and value-added services.
• Ensures timely execution of MS initiatives aligned with quality requirements, using program tools and best practices.
• Maintains knowledge of Ricoh’s internal structure and facilitates required internal communication cadence.
• Conducts area account certifications to inspect service delivery standards and drive continuous improvement.
• Assists in installing new or expanding sites, focusing on procedural/operational validation and customer satisfaction.
• Oversees Ricoh’s onboarding support processes (order management, billing, tech services, professional services) related to contractual service and customer satisfaction.
• Establishes and identifies reporting packages based on customer requirements.
• Supports, leads, and manages teams through all phases of change management.
• Creates and maintains a customer-focused environment with regular end-user feedback and satisfaction surveys.
• Ensures customer satisfaction through regular site visits and engagement with end users.
• Owns customer escalations, root cause analysis, and issue resolution to ensure optimal satisfaction.
• Creates and delivers required reporting, customer presentations, and business reviews aligned with contractual requirements.
• Ensures effective implementation and management of Ricoh Service Excellence.
• Ensures quality and productivity standards are met by On-Site Managers, including inspection of area SOP guides and service documentation.
• Maintains knowledge of services and solutions.
• Assists in gathering and preparing documentation for proposed site service requirements.
• Validates new opportunities and brings resources/tools to ensure timely execution.
• Ensures profitability of all assigned accounts down to individual site locations and assists the Area Director in achieving financial goals.
• Ensures accurate and timely billing submission.
• Regularly inspects accounts receivable status in collaboration with Shared Services.
• Coordinates month-end closing and other necessary accounting functions.
• Coordinates and implements contract pricing escalators for assigned accounts.
• Performs other duties as assigned.

Requirements

• College degree preferred.
• 5–7 years of multi-site operations management experience with direct client contact in facilities management or related outsourcing industry.
• Successful completion of all Site Manager Level training (internal candidates).
• Valid driver’s license and minimum auto insurance coverage per Ricoh policy.

Benefits

• 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.