Director, Technology Services

Job Description

Our Director, Technology Services, provides leadership, operational management and profitable delivery of aftermarket goods and services to end user customers. Responsible for coaching, motivating, training and advising the Area Service and Aftermarket organization to successfully achieve maximum levels of customer satisfaction and to attain both short and long-range goals and objectives. Operates under a broad scope of authority within generally accepted guidelines

• Provides leadership and operational management which impacts standard customer service metrics: copies per technician, response time, customer satisfaction, 1st call effectiveness, aftermarket gross profit, aftermarket contribution, sales/supply rep, management span of control employee turnover.
• Inspires/motivates Technology service organization to deliver consistently excellent customer service.
• Serves as Area sponsor and champion of quality customer service and retention initiatives.
• Serves as the Area sponsor for a wide array of national customer service initiatives.
• Contributes to the leadership and growth of the Area as a member of the Region senior management team.
• Contributes to Region's and Ricoh's overall service strategy through participation in national customer service project teams.
• Provides Area customer service organization leadership and management to ensure achievement of technology services objectives and implementation of processes, consistent with Region and company plans.
• Plans and organizes human resources to gain maximum efficiency and deliver optimum customer responsiveness.
• Develops a high performance management team through effective recruiting, performance management and coaching, provides challenging assignments and opportunities for development, and rewards performance through effective recognition and compensation management.
• Ensures that at all times, business conducted within the technology service organization is of the highest ethical and professional standards.
• Leads, motivates and coaches the technology service management team, while maintaining a positive attitude and setting an example of professionalism in a demanding, fast-paced business environment. Keeps technology service team apprised of changing policies, competitive developments and market trends.
• Fosters a learning organization for the technology service team. Directs and performs management development training activities in the Area.
• Maintains close, personal touch with employees at all levels in the technology service organization through regular communication venues including communication meetings, team meetings and employee interviews.

Manages aftermarket revenue growth and contribution

• Increases Area aftermarket revenue growth and profit contribution by supporting sales growth opportunities, implementing revenue growth strategies and executing cost control measures, consistent with Area, Region and company goals.
• Works with Area sales to develop growth strategies that increase combined return on sales and copy growth.
• Makes Area customer calls to evaluate customer service levels, market trends and customer Including ownership of a minimum of the top 25 revenue producing accounts within the Area.
• Increases revenue growth and contribution by supporting sales initiatives, IT services, customer retention initiatives, TDV programs, and all service related KPI's. identifying growth opportunities and executing on cost control measures.
• Performs other duties as assigned.

Job Description Continued

QUALIFICATIONS (Education, Experience, and Certifications)

• Minimum 6+ years of management experience in the area of operations and customer service is strongly preferred
• Bachelor's degree desired, or equivalent experience required.
• A minimum of 3 years of field service management assignments is strongly preferred.
• Proven leadership experience managing a team of direct and indirect reports.
• Experience managing a P L of over $MM, including budgeting, resource planning and financial acumen.
• Ability to interact with executive leaders, both internally and externally (Client Relations).

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.
• Must live in the territory, and be open to travel.

Visa Sponsorship is not offered for this position.

Ricoh is an EEO/Affirmative Action Employer -- Minorities/Women/Protected Veterans/Disabled.

Ricoh USA Benefits

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