Production Field Service Manger

Production Field Services Manager 

Position Summary

Leads, manages, and supports a team of production print service technicians. Responsible for the timely, cost‑effective, and high‑quality delivery of production print service to high‑end Ricoh accounts. Ensures a high level of customer satisfaction and achievement of service delivery, operational performance, and cost targets. Supports meeting Sales, Revenue, and Gross Profit goals for the U.S. Production Print organization.

Note: At least 75% of technicians reporting to the Production Services Manager should be production‑level technicians.

Job Duties and Responsibilities

• Provide direction and support to a team of production print technicians to ensure timely, cost‑effective, and high‑quality service delivery.
• Meet regularly with senior and executive‑level customer leadership to ensure the highest levels of customer satisfaction.
• Organize resources, staffing, and work assignments to maximize efficiency and job enrichment (e.g., work teams, territories, special assignments).
• Partner with Production Sales and senior Ricoh leadership to develop and implement customer‑specific SLAs and service goals.
• Respond promptly to customer inquiries and ensure compliance with SLAs while meeting account‑specific Gross Profit targets.
• Report overall service performance to assigned accounts and effectively articulate Ricoh’s value proposition.
• Motivate and guide team members through the ON‑Track performance management program to ensure excellent customer service.
• Manage and meet cost objectives for the territory, including parts, distribution, supplies, staffing, overtime, travel, and training.
• Prepare and deliver accurate and timely performance appraisals for all direct reports.
• Work closely with Production Sales to support placement of new hardware and services while ensuring consistent customer satisfaction and long‑term relationships.
• Ensure 24/7 customer satisfaction by driving critical situations (CritSits) to resolution, engaging Level 2 and Engineering for complex technical issues, and escalating internally when necessary.
• Understand and anticipate customers’ business needs; identify root causes of performance issues and take immediate corrective action.
• Provide direction to support teams to achieve service goals, including all productivity KPIs.
• Recruit, interview, and hire new Technology Service Technicians (with required approvals).
• Participate in or lead cross‑functional or cross‑regional initiatives aimed at improving technical skills, revenue attainment, cost reduction, or Ricoh’s production print performance.
• Serve as customer advocate for multi‑region accounts when their primary location falls within the manager’s territory, including creation of customer‑specific reporting and communication plans.
• Review high‑ and low‑Gross Profit account reports and develop plans to improve performance; share best practices across the U.S. Production Print team.
• Plan staffing, parts availability, and technical support around customer production schedules (e.g., month‑end, quarter‑end, year‑end cycles).
• Proactively communicate with customers, business partners, and peers to strengthen the Ricoh brand and service reputation.
• Perform other duties or special projects, including additional travel, as assigned.

Qualifications (Education, Experience, Certifications)

• Associate degree or college‑level coursework in business management required; bachelor’s degree preferred.
• Minimum of 6 years of related experience required.

Knowledge, Skills, and Abilities

• Strong computer literacy with solid application knowledge.
• Strong leadership capability and foundational supervisory skills.
• Excellent interpersonal and communication skills (written and verbal).
• Exceptional customer service skills, including comfort interacting with executive‑level contacts and ensuring timely issue resolution.
• Strong organizational, analytical, and problem‑solving skills.
• High degree of tact, professionalism, and verbal proficiency.
• Strong written communication skills.

Working Conditions, Mental and Physical Demands

• Work is typically performed in an office environment with normal lighting, temperature, and noise levels.
• Some overnight travel may be required depending on assignment.
• Regular visits to customer locations (office, manufacturing site, construction site, etc.) with exposure to varying weather conditions.
• Frequent interaction with internal and external senior‑level customers.
• Occasional off‑hours work required for emergency s