Hybrid Field Manager, Operations

at Ricoh UK

• Job title: Field Manager, Operations
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Charlotte, United States

About the role

• Field Manager responsible for execution and management of service operations for Ricoh across VA, NC, SC, and GA. Leading team, supporting development and ensuring operational excellence.

Responsibilities

• Promote effective use of internal recruiting and selection processes to attract and hire talent.
• Identify employee training and development needs through formal competency assessments and Ricoh training offerings.
• Arrange assignments, training, and experiences to enhance team members' development and job satisfaction.
• Directly manage Managed Services employees within the assigned area.
• Oversee and inspect Field Service Representative (FSR) performance.
• Establish goals, clarify roles and responsibilities, and hold team members accountable.
• Collaborate with leaders, team members, and customers to implement solutions and initiatives.
• Monitor, evaluate, and recognize employee excellence using the Ricoh Recognizes program.
• Address performance issues and establish improvement plans with managerial courage.
• Empower others to solve problems and facilitate discussions for creative solutions.
• Lead succession planning by developing promotable candidates.
• Support onboarding and development plans for Area resources.
• Build key relationships with internal and external customers.
• Identify service delivery gaps and adjust processes to align with client or Ricoh frameworks.
• Facilitate meetings with key customer contacts regarding contracts, initiatives, and value-added services.
• Ensure timely execution of MS initiatives aligned with quality standards using program tools and best practices.
• Navigate Ricoh’s internal structure and manage internal communications cadence.
• Conduct area account certifications to inspect service standards and drive improvement.
• Assist in installing new or expanding sites, focusing on operational validation and customer satisfaction.
• Oversee Ricoh’s onboarding support processes related to service and satisfaction.
• Establish and manage reporting packages based on customer requirements.
• Lead and manage teams through all phases of change management.
• Maintain a customer-focused environment with regular feedback and satisfaction surveys.
• Ensure customer satisfaction through site visits and end-user engagement.
• Handle customer escalations, root cause analysis, and issue resolution.
• Create and present site reports, customer presentations, and business reviews.
• Implement and manage Ricoh Service Excellence standards.
• Ensure quality and productivity standards are met by On-Site Managers.
• Maintain knowledge of services and solutions.
• Assist in preparing documentation for proposed site service requirements.
• Validate new opportunities and ensure timely execution with appropriate resources.
• Ensure profitability of assigned accounts and support Area Director in achieving financial goals.
• Submit accurate and timely billing.
• Monitor account receivables in collaboration with Shared Services.
• Coordinate month-end closing and accounting functions.
• Implement contract pricing escalators for assigned accounts.
• Perform other duties as assigned.

Requirements

• College degree preferred.
• 5–7 years of multi-site operations management experience with direct client contact in a professional business setting (facilities management or related outsourcing industry).
• Successful completion of all Site Manager Level training (for internal candidates).
• Valid driver’s license and minimum 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.