Manager of Production Services – Technology Services Description POSITION PROFILE Leads, manages and supports a team of production print service technicians. Responsible for the timely, cost-effective and quality delivery of production print product service to high end Ricoh accounts. Ensures a high level of external customer satisfaction and achievement of service delivery and cost goals. Supports meeting Sales, Revenue and GP goals for the US production print operation. 75% of Tech’s on team reporting to the Production Services Manager should be production technicians. JOB DUTIES AND RESPONSIBILITIES Provides direction and support to a team of production print technicians to ensure delivery of timely, cost-effective, and quality product service to production accounts. Meets regularly with senior / executive level external customer management to insure the highest levels of customer satisfaction. Organizes resources (headcount) and work assignments to gain maximum efficiency and job enrichment i.e., work teams, territories, special assignments. Assists Production Sales team and Ricoh senior management with the development and implementation of customer specific SLAs and service goals. Provides timely response to customer inquiries and concerns and ensures compliance with agreed upon customer SLA’s, while meeting account specific service Gross Profit goals. Works with assigned accounts reporting overall performance, promoting Ricoh solutions and can clearly articulate the Ricoh Value proposition. Inspires and motivates team members to deliver excellent customer service through the ON-Track performance management program. Takes full responsibility for meeting cost objectives for the territory. Includes parts, parts distribution, supplies, staffing, overtime, travel and education. Prepares and delivers timely and accurate performance appraisals for all direct reports. Works closely with production sales team to help place new hardware and service while maintaining customer environments and satisfaction levels to insure an on-going Ricoh / customer relationship. Owns responsibility for overall 7×24 production print customer satisfaction, tasks include: driving Critical Situations (CritSits) to resolution, engaging Level 2 and Product Engineering for difficult technical issues, escalating to executive level internal management as required and frequent communications with customers to insure complete satisfaction with Ricoh service. Communicate with and understand customers’ business needs. Vigorously initiate action to determine root cause of any significant product performance or service issues and take immediate and appropriate action to resolve problems. Provides proper direction to support team for achievement of service goals and objectives including all productivity KPI’s. With approval, recruits, interviews and hires new Technology Service Technicians. Could be expected to participate with or lead cross functional and/or cross region teams to improve production print technical skill, revenue attainment, cost reduction or other activities that improve Ricoh’s performance in the production print market. Works as the customer advocate and sponsor for customers with installations in multiple regions when the customer’s primary location is located within the manager’s local territory. This will include developing/implementing customer specific reports and communication plans. Routinely review reports on high / low GP accounts and develop / implement plans to address low performance and learn/share from high performance accounts. Identify and drive best of breed processes and ideas across the US Production Print team. Be aware of, then plan accordingly (staffing, parts, tech supt, etc), to support customers based on their production schedules, such as month / quarter / year end runs. Proactively initiate actions and communications with your customers, business partners (pre/post) and peers to establish a positive Ricoh brand. Performs other duties or special projects, which could include additional travel, as assigned. QUALIFICATIONS (Education, Experience, and Certifications) Typically: Requires Associate Degree or college level courses in business management; 4-year college degree is desirable. Requires a minimum of 6 years of related experience. Ricoh is an EEO/Affirmative Action Employer — Minorities/Women/Protected Veterans/Disabled. City Fort Lauderdale State FL Req Number 19-01490