Field Operations Manager

Field Manager, Area Operations Position Profile
The Field Manager is responsible for executing and managing all managed service operations across area site locations within an assigned territory. This role ensures operational strategy alignment, contractual compliance, and consistent site-level performance. Key responsibilities include employee selection and development, succession planning, customer experience enhancement, and achieving site profit objectives. The Field Manager is a vital member of the Area Operations team.
Key Responsibilities Talent & Team Management

• Promote effective recruiting and selection processes to attract top talent.
• Identify training needs through competency assessments and Ricoh training programs.
• Arrange assignments and development opportunities to enhance team satisfaction.
• Directly manage Managed Services employees and inspect FSR performance.
• Establish goals, clarify roles, and hold team members accountable.
• Monitor and recognize employee excellence via Ricoh Recognizes program.
• Address performance issues and implement improvement plans.
• Empower teams to solve problems and drive process improvements.
• Lead succession planning and onboarding of Area resources.

Customer & Service Delivery

• Build strong relationships with internal and external customers.
• Identify service delivery gaps and adjust processes accordingly.
• Facilitate meetings with key customer contacts regarding contracts and initiatives.
• Ensure timely execution of MS initiatives using program tools and best practices.
• Conduct account certifications and drive continuous improvement.
• Oversee new site installations and validate operational procedures.
• Manage onboarding support processes (order management, billing, tech services).
• Create and maintain a customer-focused environment with regular feedback.
• Own customer escalations, root cause analysis, and resolution.

Reporting & Financial Oversight

• Develop and deliver site reporting, customer presentations, and business reviews.
• Ensure implementation of Ricoh Service Excellence standards.
• Inspect SOP guides and document procedures for on-site services.
• Assist in documentation for proposed site service requirements.
• Validate new opportunities and ensure timely execution.
• Ensure profitability of assigned accounts and support Area Director in financial goals.
• Submit accurate and timely billing.
• Monitor account receivables and coordinate with Shared Services.
• Manage month-end closing and accounting functions.
• Implement contract pricing escalators.

Other Duties

• Support and lead teams through all phases of change management.
• Maintain knowledge of Ricoh services and solutions.
• Perform other duties as assigned.

Qualifications

• College degree preferred.
• 5-7 years of multi-site operations management experience with direct client contact.
• Completion of Site Manager Level training (internal candidates).
• Valid driver's license and auto insurance per Ricoh policy.

Skills & Abilities

• Strong team leadership and staff motivation skills.
• Excellent customer service and communication skills.
• Proficient in presentations and PC software.

Working Conditions

• Office environment with standard lighting, ventilation, and noise levels.
• Sedentary work with occasional walking, standing, and lifting (up to 50 lbs).
• Moderate dexterity required for basic tools and equipment.