Field Manager – 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 that promote employee growth, development, and job satisfaction.
• Directly manages Managed Services employees within the assigned area.
• Provides direct management and on-site inspection of FSR performance.
• Establishes goals, clarifies roles and responsibilities, and holds internal/external work groups 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 plans; exercises managerial courage when making decisions.
• Sets expectations, empowers others to solve problems, and facilitates creative solutions while removing process obstacles.
• Supports succession planning through the development of promotable candidates.
• Takes an active role in onboarding and developing Area resources.
• Develops key relationships with internal and external customers.
• Identifies service delivery gaps 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 standards using program tools and best practices.
• Demonstrates knowledge of Ricoh’s internal structure and maintains appropriate communication cadence.
• Conducts area account certifications to inspect service standards and drive continuous improvement.
• Assists with installation of new or expanding sites, validating operational procedures and customer satisfaction.
• Oversees Ricoh’s onboarding support processes (order management, billing, tech services, professional services).
• Establishes and identifies reporting packages based on customer requirements.
• Supports, leads, and manages teams through all phases of change management.
• Maintains a customer‑focused environment through end‑user feedback and satisfaction surveys.
• Ensures customer satisfaction through regular site visits and evaluation of on‑site service activities.
• Manages customer escalations, root cause analyses, and resolutions to ensure customer satisfaction.
• Creates and delivers site reporting, presentations, and business reviews aligned with contractual requirements.
• Ensures effective implementation and management of Ricoh Service Excellence.
• Ensures On-Site Managers meet quality and productivity standards, including SOP inspections and documentation accuracy.
• Maintains knowledge of services and solutions.
• Assists in collecting and preparing documentation for proposed site service requirements.
• Validates new opportunities and brings in necessary resources to ensure timely execution.
• Ensures profitability of assigned accounts, including site‑level performance, and supports Area Director in financial goals.
• Ensures accurate and timely billing submission.
• Regularly inspects account receivables in collaboration with Shared Services.
• Coordinates month‑end closing and other required accounting functions.
• Coordinates and implements contract pricing escalators.
• Performs other duties as assigned.

Requirements

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

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.