Field Manager – Operations

This is a fully remote position, open to applicants in Missouri.

📋 Description

• Oversee and implement managed service operations for locations within the designated territory.

• Uphold operational strategies, ensure contractual adherence, and maintain standards for site performance and service excellence.

• Assist in account growth and contract renewals.

• Drive employee recruitment, development, succession planning, customer experience, and site profitability objectives.

• Advocate for recruiting and selection practices to attract and onboard talent.

• Organize assignments, training sessions, and development opportunities.

• Cultivate relationships with account stakeholders and end users.

• Directly supervise Managed Services personnel within the territory.

• Monitor, assess, and acknowledge employee performance.

• Address performance challenges and create improvement plans.

• Empower teams to troubleshoot issues and enhance processes.

• Identify training and development needs while advancing succession planning.

• Conduct operational assessments, enhance efficiency through automation, and rectify service delivery gaps.

• Implement managed services initiatives utilizing program tools and best practices.

• Perform site certifications and promote ongoing improvement.

• Assist in the rollout of new or expanding locations.

• Participate in onboarding support processes, including order management, billing, technology services, and professional services.

• Gather and provide customer-required reporting data.

• Lead teams through change management and project management initiatives.

• Conduct site visits and collect end-user feedback to ensure service quality and customer satisfaction.

• Formulate and execute strategic business plans that foster revenue growth and profitability.

• Supply data for reporting, customer presentations, and business reviews.

• Collaborate with cross-functional account team members.

• Handle customer escalations, perform root cause analysis, and facilitate issue resolution.

• Oversee the implementation of Ricoh Service Excellence.

• Ensure On-Site Managers adhere to quality and productivity benchmarks.

• Stay informed about services, solutions, and product service offerings.

• Identify and confirm new opportunities while ensuring timely execution.

• Guarantee account and site profitability.

• Validate billing information and maintain contractual and financial compliance.

• Review accounts receivable status and coordinate month-end closing activities.

• Perform additional duties as assigned.

⛳️ Requirements

• A college degree is preferred.

• 5-7 years of experience in multi-site operations management in a role with direct client interaction within a professional business environment, specifically in facilities management or a related outsourcing industry.

• Successful completion of all Site Manager Level training is mandatory for internal candidates.

• A valid driver’s license and the minimum required auto insurance coverage as per Ricoh policy.

• Strong leadership skills, solid technical knowledge, and an IT-oriented skill set.

• Capability to incorporate AI tools into daily operations.

• A collaborative team approach with a proven history of motivating and managing personnel.

• Excellent customer service, presentation, and communication abilities.

• In-depth knowledge of the Ricoh portfolio and the ability to position services and solutions to satisfy customer needs.

• Personal vehicle is required.

🏝️ Benefits

• Options for medical, dental, life, and disability insurance.

• Retirement Savings Plan (401K).

• Health Savings Account (HSA).

• Flexible Spending Account (FSA).

• Tuition assistance programs for team members.

• Paid vacation time.

• Annual paid holidays.

• Additional benefits supporting health, wellness, and personal and professional growth.