**Position Profile: Supervisor I, Service Delivery** The **Supervisor I, Service Delivery** serves as the primary contact for Managed Document Services at customer locations, either on-site or remotely. This role focuses on employee engagement, customer satisfaction, and achieving profit objectives across assigned sites. The Supervisor oversees the delivery of Ricoh Enterprise Services, including the management of business document output devices (printers, copiers, fax machines), aiming to maximize uptime, utilization, and user satisfaction while minimizing costs. The position also collaborates with customers to optimize business processes through Ricoh services and requires strong IT knowledge to effectively communicate with customer IT departments. **Job Duties and Responsibilities** + Operates in technical environments, including customer systems, to maximize solution effectiveness. + Supervises staff through communication and performance management; addresses personnel issues. + Develops manpower plans and executes recruitment strategies. + Creates a customer-focused environment and engages in customer presentations. + Prepares pro-forma documents and proposed site plans. + Communicates with senior IT leaders and customer IT departments. + Identifies business process objectives and builds strategies to address them. + Manages all aspects of Managed Print Services (MPS) and other contracted services. + Analyzes performance data to ensure service levels are met. + Recommends solutions to Sales and Customers. + Supports Account Managers in managing document services. + Rationalizes customer fleets and engages resources for proactive maintenance. + Aligns Ricoh services with customer business objectives. + Implements MDS solutions including asset management and process documentation. + Interfaces with contractors to manage performance issues. + Oversees JIT parts/supplies procurement and inventory. + Ensures service level agreements are met. + Provides leadership to support service delivery. + Manages machine moves, removals, and installations (IMACD process). + Assists with end-user training and tracks asset lifecycle. + Manages meter readings and month-end accounting functions. + Conducts customer satisfaction surveys and analyzes results. + Recommends fleet optimization strategies. + Provides feedback for strategy development and enhancement. + Participates in national launch programs and field training. + Performs other duties as assigned. **Qualifications** + Demonstrated business acumen. + IT and systems literate; understanding of networks, security, print servers/devices. + Experience in pre/post-sales for outsourced services. + Strong financial awareness and P&L ownership. + Proven leadership and project management experience. + Asset management expertise. + Basic knowledge of printers and multifunction devices. + ITIL certification or ability to obtain Ricoh ITIL certification. + Relevant college degree or equivalent experience. + Proficiency in web-based platforms, networks, and MS Office Suite. + Strong customer relationship, problem-solving, and productivity improvement skills. + Excellent communication and presentation abilities. + Consulting and solution design experience preferred. 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.