• Promotes effective use of internal recruiting and selection processes to attract and hire talent. • Identifies employee training and development needs through competency assessments and Ricoh training offerings. • Arranges assignments, training, and experiences that promote employee growth, development, and job satisfaction. • Directly manages Managed Services employees within the assigned area. • Provides direct management and on-site inspection of FSR performance. • Establishes goals, clarifies roles and responsibilities, and holds internal/external work groups accountable. • Collaborates with leaders, team members, and customers to implement solutions and initiatives. • Monitors, evaluates, and recognizes employee excellence using the Ricoh Recognizes program. • Addresses performance issues and establishes improvement plans; exercises managerial courage when making decisions. • Sets expectations, empowers others to solve problems, and facilitates creative solutions while removing process obstacles. • Supports succession planning through the development of promotable candidates. • Takes an active role in onboarding and developing Area resources. • Develops key relationships with internal and external customers. • Identifies service delivery gaps and adjusts process documentation to align with client or Ricoh frameworks. • Facilitates meetings with key customer contacts regarding contractual obligations, initiatives, and value‑added services. • Ensures timely execution of MS initiatives aligned with quality standards using program tools and best practices. • Demonstrates knowledge of Ricoh’s internal structure and maintains appropriate communication cadence. • Conducts area account certifications to inspect service standards and drive continuous improvement. • Assists with installation of new or expanding sites, validating operational procedures and customer satisfaction. • Oversees Ricoh’s onboarding support processes (order management, billing, tech services, professional services). • Establishes and identifies reporting packages based on customer requirements. • Supports, leads, and manages teams through all phases of change management. • Maintains a customer‑focused environment through end‑user feedback and satisfaction surveys. • Ensures customer satisfaction through regular site visits and evaluation of on‑site service activities. • Manages customer escalations, root cause analyses, and resolutions to ensure customer satisfaction. • Creates and delivers site reporting, presentations, and business reviews aligned with contractual requirements. • Ensures effective implementation and management of Ricoh Service Excellence. • Ensures On-Site Managers meet quality and productivity standards, including SOP inspections and documentation accuracy. • Maintains knowledge of services and solutions. • Assists in collecting and preparing documentation for proposed site service requirements. • Validates new opportunities and brings in necessary resources to ensure timely execution. • Ensures profitability of assigned accounts, including site‑level performance, and supports Area Director in financial goals. • Ensures accurate and timely billing submission. • Regularly inspects account receivables in collaboration with Shared Services. • Coordinates month‑end closing and other required accounting functions. • Coordinates and implements contract pricing escalators. • Performs other duties as assigned.