Leads multi‑site service operations for Ricoh’s Service Advantage accounts—ensuring contractual compliance, superior customer experience, employee development, and profit objectives across assigned locations.

Responsibilities

Recruit, train, coach, and performance‑manage SA technicians and field service reps; oversee succession planning and recognition programs.

Ensure each site meets service procedures, KPIs, safety guidelines, and Ricoh Service Excellence (RSE) standards.

Build strong client relationships; conduct site inspections, certifications, and business reviews; resolve escalations via root‑cause analysis.

Monitor service delivery, close process gaps, refresh SOPs, and lead change‑management initiatives with FS NOM and SA leadership.

Launch new partner sites, maintain procedure guides/training materials, and manage ATS (Advanced Technician Specialist) staffing.

Control costs, submit accurate/timely billing, reconcile accounts‑receivable, and coordinate month‑end close.

Provide regular reporting and presentations; maintain consistent internal communications cadence.

Qualifications

Education: Bachelor’s degree preferred (or equivalent combination of education and experience).

Experience: 5–7 years of multi‑site operations management in services or outsourcing environments.

Proven ability to motivate and lead diverse teams; strong customer‑service, presentation, and communication skills.

Valid driver’s license and auto insurance per Ricoh policy.

Work Environment

Office setting with standard lighting, ventilation, and noise levels. Primarily sedentary with occasional walking, standing, bending, and lifting/carrying up to 50 lbs; moderate dexterity with computers and office tools.

About the Company

Ricoh is a global integrated solutions provider that connects people and technology, delivering innovative digital‑workplace services that help organizations work smarter, unlock information’s full potential, and foster a culture of excellence, sustainability, and continuous employee growth.