Senior Director, Commercial & Industrial Printing

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

📋 Description

• Provides strategic guidance to the service organization.

• Offers strategic direction that influences customer service metrics and KPIs, including service gross profit and revenue growth/retention.

• Inspires and motivates the service organization to consistently deliver exceptional customer service, meeting or exceeding the objectives set by the RAC executive team.

• Acts as the Regional sponsor and advocate for quality customer service and retention initiatives.

• Serves as the Regional sponsor for a variety of national service initiatives.

• Contributes to the leadership and expansion of US Operations as part of the US Operations senior management team.

• Aids in Ricoh's overall service strategy by participating in national customer service project teams.

• Engages with assigned service organizations to lead, plan, advise, and review progress toward achieving service goals and implementing processes aligned with US Operations and corporate plans.

• Collaborates with RAC senior management to plan and organize the necessary actions to attract and retain skilled human resources, ensuring maximum efficiency and optimal customer satisfaction.

• Leads, motivates, and coaches the service management team, maintaining a positive demeanor and exemplifying professionalism in a fast-paced business environment. Keeps the service team informed of changing policies, competitive developments, and market trends.

• Directs and conducts production management development training activities in the Region, focusing on the unique requirements of Production & Print for Profit and high revenue-generating customers.

• Maintains close, personal contact with direct line management and headquarters support teams to ensure that all escalations, systemic part issues, and vendor concerns are effectively resolved.

• Manages Service revenue growth and contribution.

• Enhances Region service revenue growth and profit contribution by supporting sales growth opportunities, implementing revenue growth strategies, and executing cost control measures consistent with Regional and corporate goals. Collaborates with the Director of Sales to devise growth strategies that improve combined return on sales and production usage growth.

• Works in close partnership with the Production Sales team to coordinate bid creation, SLA development, service education, and fosters ongoing relationships with key production customers.

• Conducts frequent customer visits to assess service levels, market trends, and customer attitudes, subsequently developing action plans for consistent service delivery improvement.

• Executes additional tasks as assigned by the National VP of Production Print and other executives as required.

• Demonstrates the ability to function effectively in a flexible 24x7 demanding environment to meet customer needs and SLAs.

• Establishes lasting relationships with third-party Pre-Post vendors and can depend on these relationships during critical customer situations.

⛳️ Requirements

• A 4-year college degree in business administration or marketing is required.

• 8-10 years of senior management experience in Production operations and customer service is necessary.

• A minimum of 1-2 years of direct senior customer service experience in Production Continuous Forms and Cutsheet environments is required.

🏝️ Benefits

• 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.