Manager I, Production Field Services

Manager I, Production Field Services

Role Summary: The Manager I, Production Field Services leads and supports a team of production print service technicians, ensuring the delivery of high-quality, cost-effective service to Ricoh's high-end production print accounts. This role is critical to maintaining customer satisfaction, achieving service delivery goals, and supporting overall sales, revenue, and gross profit targets.

Team Composition Requirement: At least 75% of direct reports must be production print technicians.

Key Responsibilities

Leadership & Team Management

• Direct and support a team of production print technicians to ensure timely, efficient, and high-quality service delivery.
• Inspire and motivate team members through Ricoh's ON-Track performance management program.
• Conduct regular performance appraisals and manage staffing, training, and development.
• Recruit, interview, and hire new technicians (with approval).
• Organize work assignments to maximize efficiency and job enrichment (e.g., territories, special projects).

Customer Engagement & Satisfaction

• Serve as the primary service liaison for senior/executive-level customer contacts.
• Ensure 24/7 customer satisfaction by managing critical situations, escalating issues, and coordinating technical support.
• Develop and implement customer-specific SLAs and service goals in collaboration with Sales and senior leadership.
• Act as a customer advocate for multi-region accounts headquartered in the manager's territory.

Operational Excellence

• Monitor and manage service delivery costs, including parts, staffing, travel, and education.
• Review and act on performance reports for high/low GP accounts, sharing best practices across teams.
• Ensure compliance with productivity KPIs and account-specific service gross profit goals.
• Support production schedules (e.g., month-end, quarter-end runs) with proactive planning.

Strategic Collaboration

• Partner with Production Sales and Ricoh leadership to promote solutions and articulate Ricoh's value proposition.
• Lead or participate in cross-functional/regional initiatives to improve technical skills, reduce costs, and drive revenue.
• Communicate proactively with customers, peers, and business partners to strengthen Ricoh's brand and relationships.

Qualifications

Education: Associate degree or college-level coursework in business management required. Bachelor's degree preferred.

Experience: Minimum of 6 years of relevant experience in service delivery or production print operations.

Skills & Competencies

Strong leadership and supervisory capabilities. Excellent interpersonal, verbal, and written communication skills. High-level customer service acumen, including executive-level engagement. Strong organizational and analytical skills. Proficient in computer applications and data analysis.

Working Conditions & Demands

Office-based with regular travel to customer sites (including exposure to varied environments and weather). Occasional overnight travel and off-hours work required for emergency service situations. High-stress environment due to direct impact on customer satisfaction and service continuity. Minimal physical effort; regular use of computer and calculator for data analysis.

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.