This role is responsible for the overall customer satisfaction, timely and cost-effective service delivery, and meeting sales, revenue, and gross profit goals for the US production print operation.
Responsibilities:
Lead and support a team of technicians.
Meet with senior customer management to ensure satisfaction.
Manage resources and work assignments for optimal efficiency.
Assist with developing customer-specific service level agreements (SLAs).
Respond to customer inquiries and ensure adherence to SLAs.
Manage overall production print customer satisfaction.
Oversee costs for parts, staffing, travel, and education.
Recruit, interview, and hire new technicians (with approval).
Advocate for customers with multi-region installations.
Analyze reports and implement plans to improve performance.
Proactively communicate with customers and business partners.
Qualifications:
Associate degree or college coursework in business management (4-year degree preferred).
Minimum 6 years of related experience.
Strong computer literacy and application skills.
Leadership and supervisory skills.
Excellent interpersonal and communication skills.
Excellent customer service skills (including executive-level communication).
Strong organizational and analytical skills.
Excellent written communication skills.
About Ricoh:
Ricoh is an integrated solutions provider that connects people and technology, offering services, solutions, and technologies that empower business success. They strive to create outstanding customer experiences and deliver innovation for businesses worldwide.
Benefits:
Medical, dental, life, and disability insurance.
Retirement savings plans (401K), health savings accounts (HSA), and flexible spending accounts (FSA).