Ricoh

Provide daily operational support and maintenance for applications, serve as primary contact for end users, and manage support requests adhering to SLAs. | Requires technical degree or equivalent, 1+ year experience, proficiency in MS Office, and strong organizational, communication, and problem-solving skills. | Specialist I, Technical Account Support Position Profile The Specialist I, Technical Account Support is an entry-level technical advisor supporting Ricoh’s Output Management Application Support customers. This role provides daily operational support, administration, and maintenance for at least one Ricoh-installed application at the customer site. The specialist serves as the primary point of contact for end users, ensuring application integrity, system access, issue resolution, and adherence to Service Level Agreements (SLAs). The role also includes documentation, communication with customer IT teams, and escalation of unresolved issues. Job Duties and Responsibilities Application & End-User Support Provide entry-level support to end users, including training, system authentication, and access control based on customer policy. Perform daily support, updates, and maintenance for Ricoh-installed applications. Log all support requests and administration activities accurately. Respond to support calls (phone, voicemail, email, service requests) in accordance with SLAs. Evaluate customer issues using appropriate documentation; assume full ownership of support tickets. Escalate unresolved problems and follow up to ensure closure. Documentation & Reporting Maintain accurate, up-to-date service request logs. Update site procedure guides and application support documentation. Develop and deliver reports as required by Ricoh or customer Statement of Work. Maintain daily timesheet and work performance records. Customer & Team Interaction Work closely with Ricoh sales and operations to support customer relationships. Participate in monthly, quarterly, and annual customer review meetings. Communicate effectively with customer IT administration and end users. Collaborate with escalation support teams and software vendors as needed. Technical Expertise Act as a subject matter expert in at least one key Professional Services area such as: Output Management Server-based Fax Technology Streamline NX, Kofax Nintex, Ephesoft Market Direct StoreFront, Ricoh Process Director, Fiery Diagnose, resolve, and escalate application-related issues. Proactively monitor health of application stack to reduce downtime. Maintain Microsoft and application certifications as required. Qualifications (Education, Experience & Certifications) Technical degree (Computer Science, Information Systems, Engineering) or equivalent experience required. Minimum 1 year of relevant work experience preferred. Proficiency in MS Office Suite required. Experience with networking, servers, routers, Microsoft Server, SQL, etc., preferred. MCSE or MCITP certifications are a plus. Application-specific certifications for supported products preferred. Strong organizational, communication, project management, and problem-solving skills required. Knowledge, Skills, and Abilities Excellent verbal and written communication skills. Strong attention to detail and organizational skills. Ability to effectively train customers and integrate into their environment. Ability to build and maintain strong customer relationships. Working knowledge of Ricoh and third-party products. Proficiency in systems analysis, issue diagnosis, and resolution. Ability to analyze complex data across multiple sources to identify issues and drive solutions. Expertise in at least one of the following: Cost Recovery / Output Management Networks Operating Systems Working Conditions, Mental & Physical Demands Typically works in an office environment with standard lighting, ventilation, and temperature. May require occasional overnight travel. Work involves varied assignments requiring interpretation and application of complex information. Mostly sedentary but may require walking, standing, bending, reaching, and lifting up to 10 lbs. Regular use of keyboard, calculator, basic tools, and hand–eye coordination tasks. 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.

Managing daily operations of a medium to large site and overseeing a team, ensuring contract compliance, and improving operational quality. | Requires 5+ years of related work experience, managerial experience, customer-facing skills, and technical knowledge, none of which align with your profile. | Senior Site Manager, MS Site Management Position Profile Accountable for daily operations of a medium to large team that may include a complex site and/or multiple sites. Ensures contract compliance for services including (but not limited to) Copy Services, Courier Services, Managed Print Services, Hospitality, Imaging, and Mail Services through SLA results and client feedback. Responsible for selecting and assessing talent, recruiting, hiring, onboarding, employee retention, staff training and development, succession planning, and performance management—including employee counseling. Job Duties and Responsibilities Responsible for managing daily operations of a medium–large site while overseeing a medium–large team of direct reports. Prioritizes complex projects while effectively managing multiple and competing priorities. Fosters an inclusive and high‑performing team environment in which SLA objectives are met. Demonstrates expert knowledge of Ricoh products and offerings; consistently consults and provides insights into strategic and tactical issues by seeking input from counterparts across business units. Improves operational quality through effective implementation and management of Ricoh Service Excellence tools. Responsible for staffing and performance management of assigned site personnel and Field Service Representative staff. Creates and maintains a customer‑focused environment using regular end‑user feedback, customer satisfaction surveys, and active Commitment Action Documents. Ensures operational quality for the shift by supporting achievement of Audit and Deadline standards and compliance using tools and best practices. Ensures proper staffing by leveraging internal recruiting and selection processes to attract and hire talent. Motivates employees and recognizes accomplishments using Ricoh Recognition programs. Identifies and recommends high performers for succession planning; responsible for employee retention, performance management, and counseling. Identifies training and performance planning needs through Individual Development Plans, succession planning, and mentorship. Focuses on business retention, customer service, high‑performing teams, and profitable growth. Able to support, lead, and manage teams through all phases of Change Management. Understands complex and detailed processes; seeks ways to improve operational effectiveness; conducts root cause analysis and issue resolution to ensure optimal customer satisfaction. Identifies gaps or scope creep in service delivery and adjusts process documentation within client or Ricoh frameworks, with support from AOM/ESM or NOM. Facilitates resolution of pricing, order‑in, and invoicing issues by communicating with the sales department. Maintains formal daily contact with the customer in MS and as needed in BIS. Clearly communicates job expectations and consequences to direct reports through training, cross‑training, coaching, counseling, directing, and evaluating work quality and output. Acts as a consultant to customers to improve business processes through workflow enhancements and appropriate services. Collaborates with leaders, team members, and internal/external customers to implement solutions or initiatives. Supports, leads, and manages teams through all phases of Change Management with AOM/ESM or NOM support. Suggests, develops, and implements process improvements that increase quality or productivity. Completes Monthly Operations Reviews, site reports, and other required paperwork. Supports QSMs. Creates and conducts site‑required reporting, customer presentations, and business reviews to ensure alignment with contractual requirements and value‑add reporting. Performs other duties as assigned. Qualifications (Education, Experience, and Certifications) Typically requires: High school diploma or GED. 5+ years of related work experience (B2B and/or technical). 2 years of managerial experience strongly preferred. 5 years of customer‑facing experience required. Demonstrated high‑level knowledge and understanding of technology. Proficiency with Office 360. Knowledge, Skills, and Abilities Strategic facilitator of complex issues. Ability to present to large groups. Complex problem‑solving skills. Demonstrates managerial courage. Expert customer service skills. Expert technical aptitude. Expert written and verbal communication skills. Working Conditions, Mental and Physical Demands Typically an office environment with adequate lighting, ventilation, and normal temperature and noise levels. Work assignments are diversified; requires interpreting, comprehending, and applying complex material, data, and instructions; preparing and conveying varied information. Some physical effort required, including long periods of standing, walking, bending, reaching, stretching, climbing, and lifting/moving items up to 50 lbs. Moderate dexterity required, including regular use of calculators, keyboards, hand tools, and eye/hand coordination. The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job. 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.

Manage and develop a team of approximately 200 employees, oversee customer relationships and operational strategy, and ensure profitability and service excellence. | Requires 5+ years of management experience, project management skills, and a high-level understanding of technology and business operations. | Advisory Services, Legal Operations Manager POSITION PROFILE: Advisory Services Operations Manager The Advisory Services Operations Manager serves as the primary operational point of contact for assigned Global and Vertical customers—primarily in North America—functioning in a general manager capacity. This role is directly responsible for the oversight of Ricoh employees, including both individual contributors and managers, and is engaged from contract concept to full account management. The Manager facilitates communication with strategic customers to ensure performance standards are met at both local and national levels. Key responsibilities include P&L reconciliation, strategic implementation, employee relations, and customer relationship management for designated accounts. The Manager ensures successful implementation of operational best practices through strong collaboration, resource engagement, and adherence to Service Level Agreements (SLAs). A core focus is customer retention through executive-level relationship management, issue resolution, and overall satisfaction. JOB DUTIES AND RESPONSIBILITIESDevelops People • Promotes effective use of internal recruiting and selection processes to attract and hire top talent. • Identifies employee training and development needs using competency assessments and Ricoh training offerings. • Assigns training, development opportunities, and experiences to support employee growth and job satisfaction. • Provides strategic development for up to 200 employees across the enterprise portfolio. • Establishes goals, clarifies responsibilities, and holds internal and external team members accountable. • Collaborates across teams and departments to implement solutions or initiatives. • Continuously monitors, evaluates, and recognizes employee performance through the Ricoh Recognizes program. • Builds high-performing teams through feedback, recognition, and compensation management. • Addresses performance issues promptly and collaborates on improvement plans, taking corrective action when necessary. • Serves as a mentor and leads by example. • Sets expectations, empowers problem solving, and removes obstacles to process improvement. Customer Relations • Develops strategic customer relationships to strengthen long-term partnerships. • Acts as the voice of the customer by directing cross-functional teams and prioritizing value-driven actions. • Identifies gaps in service delivery and refines processes within customer and Ricoh frameworks. • Uses analytical methods to diagnose and resolve complex customer issues. • Facilitates meetings with key customer stakeholders on contractual obligations, initiatives, and strategic planning. • Creates templates and cadences to ensure alignment with contractual requirements and value-added reporting. Operational Effectiveness • Manages approximately $13M in Enterprise Services revenue and associated profitability. • Drives global operational strategy through collaboration with internal and external partners. • Serves as a subject matter expert on EAO Program standards, tools, processes, and best practices. • Ensures timely execution of program initiatives in alignment with quality requirements. • Demonstrates deep working knowledge of Ricoh’s internal structure and acts as an advisor. • Facilitates recurring internal communications on best practices, challenges, and opportunities. • Identifies improvements in performance, productivity, efficiency, and profitability through best practice implementation. • Ensures certification compliance, service delivery standards, and continuous improvement. • Oversees implementation of Core Team processes, including Account Charters, the Ricoh Account Management Playbook (RAMP), Service Excellence, and CAD activities. • Supports onboarding processes (order management, billing, tech services, enterprise services) in alignment with customer expectations. • Participates in creation and management of implementation plans for assigned accounts. • Establishes appropriate reporting packages based on customer needs. • Implements change management strategies that support Ricoh's short- and long-term business goals. Opportunity Identification • Maintains ongoing knowledge of new products and services to identify growth opportunities. • Validates new opportunities and ensures timely execution through proper resource alignment. • Participates in team selling efforts supporting U.S. and international activities; interfaces with global teams. Finance/Billing • Ensures profitability of all assigned accounts, including individual sites; identifies drivers of poor performance and partners to correct issues. • Oversees billing accuracy and escalates customer admin concerns as needed. • Partners with Accounts Receivable to resolve collection issues. • Performs other duties as assigned. QUALIFICATIONS (Education, Experience, Certifications) • Bachelor’s degree preferred or equivalent experience. • 5+ years of direct management experience preferred. • 2+ years of project management experience strongly preferred. • ITIL Certification recommended. • Proven success in marketing new products and services, including advanced solutions. • Strong track record of internal and external relationship building. • High-level understanding of technology, including networks, security, print servers, and print devices. KNOWLEDGE, SKILLS & ABILITIES • Strong oral and written communication skills; able to communicate with all levels of management, vendors, employees, and customers. • Highly self-directed with strong initiative. • Strong customer relationship skills. • Project management proficiency. • Strong prioritization and multitasking capabilities in a fast-paced environment. • Proficient with standard software applications. • Demonstrated problem-solving, analytical thinking, and product/service knowledge. • Ability to independently support areas such as PMO, RGSA, Assessment Management, Managed Services P&L, RFI/RFP, eBusiness, technology deployment, and vertical-specific processes. WORKING CONDITIONS, MENTAL & PHYSICAL DEMANDS • Works primarily in an office environment with standard lighting, ventilation, temperature, and noise levels. • Experiences cyclical stress due to frequent deadlines and daily responsibility for decision-making outcomes. • Mostly sedentary work with occasional walking, standing, bending, reaching, and lifting of items under 10 lbs. • Moderate dexterity required (keyboard, calculator, small tools). • Periodic customer site visits required; locations may not always be accessible via public transportation. • Overnight travel required. The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.

Supporting daily operations, implementing new services, and fostering a customer-centric environment within a geographical area. | High school diploma with relevant work experience, adaptability, data-driven approach, and excellent communication skills. | Job Title: Area Customer Service Coordinator Summary: Join our team as an Area Customer Service Coordinator, where you'll be a vital link in ensuring exceptional service delivery to our valued clients. Your role will encompass supporting daily operations, implementing new services, and fostering a customer-centric environment, all while making a positive impact within your assigned geographical area. Get ready to be part of a dynamic team where your innovative spirit and future-focused mindset drive transformative change! Roles and Responsibilities: Collaborate closely with management to enhance operational processes, ensuring compliance with best practices and driving continuous improvement through data-driven insights. Assist in the seamless implementation of new customer accounts and service expansions, providing valuable support to Field Implementation Managers. Infuse energy into every interaction, embodying a service-oriented approach that puts the customer first, while remaining open-minded and authentic in your engagements. Be adaptable and accountable, embracing challenges with enthusiasm and owning your role in delivering exceptional service. Qualifications Must Have: High school diploma with at least 12 months of relevant work experience Flexibility and adaptability to meet the demands of a dynamic work environment, including the ability to travel between customer locations within a 40-50 mile radius. Data-driven and innovative approach, alongside excellent communication abilities and a customer-centric mindset. Qualifications Nice to Have: Additional education beyond high school is encouraged. Ability to complete tasks with ease using your proficiency in the Microsoft Office suite and other computer operations. Demonstrated with prior experience in customer service or related fields. Commitment to personal growth and accountability through ongoing education and development opportunities. In this transformative role, you'll make a difference every day, contributing to our mission of excellence and client satisfaction. If you're ready to embark on a journey of growth, collaboration, and meaningful impact, we invite you to join our team as an Area Customer Service Coordinator. 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.

Oversee operational performance, manage customer relationships, and drive strategic initiatives for enterprise accounts. | Requires 5+ years of management experience, strong communication skills, and knowledge of technology and project management. | Advisory Services, Legal Operations Manager POSITION PROFILE: Advisory Services Operations Manager The Advisory Services Operations Manager serves as the primary operational point of contact for assigned Global and Vertical customers—primarily in North America—functioning in a general manager capacity. This role is directly responsible for the oversight of Ricoh employees, including both individual contributors and managers, and is engaged from contract concept to full account management. The Manager facilitates communication with strategic customers to ensure performance standards are met at both local and national levels. Key responsibilities include P&L reconciliation, strategic implementation, employee relations, and customer relationship management for designated accounts. The Manager ensures successful implementation of operational best practices through strong collaboration, resource engagement, and adherence to Service Level Agreements (SLAs). A core focus is customer retention through executive-level relationship management, issue resolution, and overall satisfaction. JOB DUTIES AND RESPONSIBILITIES Develops People Promotes effective use of internal recruiting and selection processes to attract and hire top talent. Identifies employee training and development needs using competency assessments and Ricoh training offerings. Assigns training, development opportunities, and experiences to support employee growth and job satisfaction. Provides strategic development for up to 200 employees across the enterprise portfolio. Establishes goals, clarifies responsibilities, and holds internal and external team members accountable. Collaborates across teams and departments to implement solutions or initiatives. Continuously monitors, evaluates, and recognizes employee performance through the Ricoh Recognizes program. Builds high-performing teams through feedback, recognition, and compensation management. Addresses performance issues promptly and collaborates on improvement plans, taking corrective action when necessary. Serves as a mentor and leads by example. Sets expectations, empowers problem solving, and removes obstacles to process improvement. Customer Relations Develops strategic customer relationships to strengthen long-term partnerships. Acts as the voice of the customer by directing cross-functional teams and prioritizing value-driven actions. Identifies gaps in service delivery and refines processes within customer and Ricoh frameworks. Uses analytical methods to diagnose and resolve complex customer issues. Facilitates meetings with key customer stakeholders on contractual obligations, initiatives, and strategic planning. Creates templates and cadences to ensure alignment with contractual requirements and value-added reporting. Operational Effectiveness Manages approximately $13M in Enterprise Services revenue and associated profitability. Drives global operational strategy through collaboration with internal and external partners. Serves as a subject matter expert on EAO Program standards, tools, processes, and best practices. Ensures timely execution of program initiatives in alignment with quality requirements. Demonstrates deep working knowledge of Ricoh’s internal structure and acts as an advisor. Facilitates recurring internal communications on best practices, challenges, and opportunities. Identifies improvements in performance, productivity, efficiency, and profitability through best practice implementation. Ensures certification compliance, service delivery standards, and continuous improvement. Oversees implementation of Core Team processes, including Account Charters, the Ricoh Account Management Playbook (RAMP), Service Excellence, and CAD activities. Supports onboarding processes (order management, billing, tech services, enterprise services) in alignment with customer expectations. Participates in creation and management of implementation plans for assigned accounts. Establishes appropriate reporting packages based on customer needs. Implements change management strategies that support Ricoh's short- and long-term business goals. Opportunity Identification Maintains ongoing knowledge of new products and services to identify growth opportunities. Validates new opportunities and ensures timely execution through proper resource alignment. Participates in team selling efforts supporting U.S. and international activities; interfaces with global teams. Finance/Billing Ensures profitability of all assigned accounts, including individual sites; identifies drivers of poor performance and partners to correct issues. Oversees billing accuracy and escalates customer admin concerns as needed. Partners with Accounts Receivable to resolve collection issues. Performs other duties as assigned. QUALIFICATIONS (Education, Experience, Certifications) Bachelor’s degree preferred or equivalent experience. 5+ years of direct management experience preferred. 2+ years of project management experience strongly preferred. ITIL Certification recommended. Proven success in marketing new products and services, including advanced solutions. Strong track record of internal and external relationship building. High-level understanding of technology, including networks, security, print servers, and print devices. KNOWLEDGE, SKILLS & ABILITIES Strong oral and written communication skills; able to communicate with all levels of management, vendors, employees, and customers. Highly self-directed with strong initiative. Strong customer relationship skills. Project management proficiency. Strong prioritization and multitasking capabilities in a fast-paced environment. Proficient with standard software applications. Demonstrated problem-solving, analytical thinking, and product/service knowledge. Ability to independently support areas such as PMO, RGSA, Assessment Management, Managed Services P&L, RFI/RFP, eBusiness, technology deployment, and vertical-specific processes. WORKING CONDITIONS, MENTAL & PHYSICAL DEMANDS Works primarily in an office environment with standard lighting, ventilation, temperature, and noise levels. Experiences cyclical stress due to frequent deadlines and daily responsibility for decision-making outcomes. Mostly sedentary work with occasional walking, standing, bending, reaching, and lifting of items under 10 lbs. Moderate dexterity required (keyboard, calculator, small tools). Periodic customer site visits required; locations may not always be accessible via public transportation. Overnight travel required. The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job. 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.