Field Manager – Operations

Role Overview

• Responsible for the execution, oversight, and continuous improvement of all managed services operations within the assigned territory.
• Ensure operational excellence, contractual compliance, team development, customer satisfaction, and financial performance across area site locations.
• Lead account expansion and renewal initiatives and serve as a key member of the Area Operations leadership team.
• Promote effective use of internal recruiting processes to attract and hire talent.
• Identify training and development needs through competency assessments and Ricoh training offerings.
• Assign work, training, and development activities to enhance team capability and satisfaction.
• Directly manage Managed Services employees within the assigned area.
• Provide on‑site inspection and oversight of FSR performance.
• Establish goals, clarify roles, and hold internal and external teams accountable.
• Recognize employee excellence through the Ricoh Recognizes program.
• Address performance issues and establish improvement plans with managerial courage.
• Support succession planning by developing promotable talent.
• Participate in onboarding and development of Area resources.
• Collaborate with internal leaders, team members, and customers to implement solutions and initiatives.
• Facilitate meetings with key customer contacts regarding contracts, initiatives, and value‑added services.
• Navigate Ricoh’s internal structure and maintain required communication cadence.
• Build and maintain strong relationships with internal and external customers.
• Identify gaps in service delivery and update processes to align with Ricoh and client expectations.
• Ensure timely execution of MS initiatives following quality requirements, tools, and best practices.
• Conduct area account certifications to assess service‑delivery standards and promote continuous improvement.
• Support installation of new or expanded sites, validating operational readiness and customer satisfaction.
• Oversee Ricoh’s onboarding support processes (order management, billing, technical services, professional services).
• Ensure quality and productivity standards for On‑Site Managers, including SOP inspections and documentation accuracy.
• Maintain strong knowledge of Ricoh services and solutions.
• Prepare and manage required customer reporting, presentations, and business reviews.
• Manage customer escalations, root‑cause analysis, and issue resolution.

Requirements

• College degree preferred.
• 5–7 years of multi‑site operations management experience with direct client interaction in facilities management or related outsourcing industry.
• Successful completion of all Site Manager‑level training (for internal candidates).
• Valid driver’s license and required 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.