Customer Support Lead in Audio / visual Job at Ricoh in Charlottesville

Position Profile This role is accountable for the daily operations of a small to medium site and manages a small team. Responsibilities include managing contracted services such as copy services, courier services, managed print services, hospitality, imaging, and mail services. The role also involves assessing talent, staff career development, and conducting performance management activities and employee counseling with support from assigned leadership.

Job Duties and Responsibilities :

Manage daily operations of a small to medium-sized site while overseeing a small team of direct reports.

Prioritize multiple and competing priorities, communicate team vision and priorities, and create a positive work culture to maximize retention.

Demonstrate working knowledge of Ricoh products and offerings by efficiently using existing products / processes or providing alternatives.

Manage total production labor percentages by achieving the company's established percentages for production worker labor and quality control labor.

Improve quality of operations through effective implementation and management of Ricoh Service Excellence tools.

Ensure achievement of Service Level Agreements and work with the customer to improve business processes, with support from AOM / ESM or NOM.

Create and maintain a customer-focused environment with regular end-user feedback and customer satisfaction surveys, focusing on business retention and customer service.

Ensure quality operations by achieving goals in audit and deadline standards and compliance, utilizing tools and best practices.

Ensure proper staffing by matching employee skills and equipment with production demands.

Motivate employees and recognize their accomplishments in a timely manner, leveraging the Ricoh Recognizes programs.

Clearly communicate job expectations and consequences to direct reports through training, cross-training, coaching, counseling, and evaluating their work to increase output and quality.

Identify training and performance planning targets through the development of assigned staff via Individual Development Plan Management.

Evaluate team member performance and provide career development and training opportunities.

Maintain formal contact with the customer on a daily basis.

Possess an in-depth understanding of the client's requirements, with support from AOM / ESM or NOM.

Identify gaps in service delivery and adjust process documentation to align with the client or Ricoh framework while ensuring financial responsibilities are met.

Facilitate resolution of issues concerning pricing, orders-in, and invoicing by interacting with the sales department.

Create and support site-required reporting, customer presentations, and business reviews to ensure alignment with contractual requirements and value-added reporting, with support from AOM / ESM or NOM.

Perform other duties as assigned.

Qualifications :

~ High school diploma or GED required.

~3-5 years of work experience in a related field (B2B and / or technical).

~2 years of managerial work experience strongly preferred.

~3-5 years of customer-facing work experience required.

~ Demonstrated high level of knowledge and understanding of technology.

~ Proficient user of Office 360.

Knowledge, Skills, and Abilities :

Strategic thinker with the ability to process complex issues.

Ability to present to medium-sized groups.

Complex problem-solving skills.

Professional customer service skills.

Professional technical aptitude.

Professional written and verbal communication skills.

Working Conditions and Physical Demands :

Typically an office environment with adequate lighting and ventilation, and a normal range of temperature and noise levels.

Work assignments are diversified, requiring the interpretation, comprehension, and application of complex material, data, and instructions.

Some physical effort required, including long periods of standing, walking, bending, reaching, stretching, climbing, or similar activities, as well as lifting or moving items weighing up to 50 lbs.

Moderate dexterity required for regular application of basic skills (calculator, keyboard, hand tools, eye / hand coordination).

The above statements describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job.

PandoLogic. Keywords : Production Worker, Location : Charlottesville, VA - 22906