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.