Field Services Delivery Manager

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.

POSITION PROFILE

The Field Manager is the primary contact for solutions and services for accounts supported by Ricoh Managed Services Support Center (RMSSC), a territory of Managed Document Services accounts or Major or Global Accounts that have need of a dedicated consultant. Focus should be on the employees, customers, and meeting profit objectives for each site within their territory. The Field Manager manages the delivery of Ricoh Enterprise Services for customers, which may include managing business document output devices (printers, copiers, and fax machines) at customer locations or remotely with a focus to maximizing uptime, utilization, and optimization and user satisfaction while minimizing costs. After insuring achievement of Service Level Agreements, the SDM is responsible for working with the customer to improve business processes through optimization and use of other Ricoh services. The SDM must possess an in-depth understanding of the client's requirements and domain, be IT centric, enabling communication with the Customer IT Department resources. Understands networks and utilize managed document services technology: Communicates account Business Process opportunities to the supporting sales and professional service teams. Assists other support team members in developing, implementing and managing ongoing fleet operations.

JOB DUTIES AND RESPONSIBILITIES

• Supervises staff through continual communication and performance management; reacts to personnel performance issues.
• Develops - implements manpower plans - executes recruitment strategies to fill staffing needs.
• Creates a customer-focused environment.
• Keeps actively involved with customer presentations and validation.
• Gathers necessary information for preparations - creation of the pro-forma - the proposed sites.
• Communicates and works directly with Customer's IT department including senior IT leaders.
• Works with customer key Executives and Departmental Leaders to improve information workflow.
• Monitors and manages all facets of the Managed Print Services (MPS) strategy at customer location or other services as contracted.
• Analyzes all data to ensure that performance standards are maintained and customer requirements (contracted service levels) are consistently met.
• Recommends solution configurations to Sales and Customer.
• Supports the Account Manager(Operations Team) in accounts where managed document services is one of the provided services offerings by assisting in the management and reporting of business document input/output devices.
• Works independently or collaborates with account team members to rationalize the Customer fleet when included in scope of services.
• Engages internal and external resources to provide proactive maintenance, as well as ongoing maintenance to ensure Service Level Agreements are met.
• Works with customer's team to align Ricoh services provided with customer's business objectives, including identifying services and technology which Ricoh is able to provide to improve customer's business processes and help them meet customer goals.
• Acts as a consultant to customer in improving business processes through workflow enhancements and appropriate services.
• Supports other team members with implementation of the MDS solution. This may include 3rd party asset management software implementation, equipment installation, asset tagging, setting supply inventory par levels, asset validation and process creation/documentation.
• Supporting interface to outside contractors for management of performance issues.
• Oversees and Monitors the just-in-time (JIT) parts and supplies procurement and distribution program, as well as an onsite inventory of key parts and supply items if applicable
• Monitors and manages activity to ensure service level agreements are met.