Senior Site Manager, MS Site Management Position Profile

Accountable for daily operations of a medium to large team, which may include a complex site and/or multiple sites. Ensures contract compliance of services such as:

Copy Services Courier Services Managed Print Services Hospitality Imaging Mail Services

Performance is measured through SLA results and client feedback. Responsibilities include talent selection, recruitment, onboarding, employee retention, training and development, succession planning, and performance management including employee counseling.

Job Duties and Responsibilities Manage daily operations of a medium-large site and team. Prioritize complex projects and manage competing priorities. Foster an inclusive, high-performing team environment aligned with SLA objectives. Demonstrate expert knowledge of Ricoh products and offerings. Consult on strategic and tactical issues across business units. Improve operational quality using Ricoh Service Excellence tools. Oversee staffing and performance management of site and Field Service Representative staff. Maintain a customer-focused environment with regular feedback and satisfaction surveys. Ensure operational quality through audits, deadlines, and compliance. Promote effective recruiting and selection processes. Motivate and recognize employees using Ricoh Recognition programs. Recommend high performers for succession planning. Manage employee retention, performance, and counseling. Develop staff through Individual Development Plans and mentorship. Focus on business retention, customer service, team performance, and growth. Lead and support team through all phases of Change Management. Analyze and improve complex processes for optimal customer satisfaction. Identify service delivery gaps and adjust documentation accordingly. Resolve pricing, order, and invoicing issues in collaboration with sales. Maintain formal customer contact daily (MS) and as needed (BIS). Clearly communicate expectations and consequences to direct reports. Act as a consultant to improve customer business processes. Collaborate with internal and external stakeholders to implement solutions. Suggest and implement process improvements for quality and productivity. Complete Monthly Operations Reviews, site reports, and required paperwork. Support QSMs and conduct site reporting, presentations, and business reviews. Perform other duties as assigned. Qualifications

Education & Experience:

High school diploma or GED required. 5+ years of related work experience (B2B and/or technical). 2+ years of managerial experience strongly preferred. 5+ years of customer-facing experience required. High-level knowledge and understanding of technology. Proficient in Microsoft Office 360. Knowledge, Skills, and Abilities Strategic facilitation of complex issues. Strong presentation skills for large groups. Advanced problem-solving capabilities. Managerial courage and expert customer service. High technical aptitude. Excellent written and verbal communication skills. Working Conditions, Mental and Physical Demands Office environment with standard lighting, ventilation, and noise levels. Diverse work assignments requiring interpretation and application of complex data. Physical effort may include standing, walking, bending, lifting up to 50 lbs. Moderate dexterity required for tools and equipment.

Note: This job description outlines the general nature and level of work performed. It is not an exhaustive list of all responsibilities, skills, or working conditions.