Senior Director, Commercial & Industrial Printing

  Senior Director, Commercial & Industrial Printing 

Provides matrixed leadership, strategic direction, sales, and operational support with profitable delivery of services to production print customers. Responsible for leading, motivating, training, and advising the RService management 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.

Job Duties and Responsibilities

• Provides strategic direction to the service organization.
• Provides strategic direction which impacts customer service metrics and KPI's, including service gross profit and revenue growth / retention.
• Inspires/motivates service organization to deliver consistently excellent customer service, meeting or exceeding goals set by RAC executive team.
• Serves as the Region sponsor and champion of quality customer service and retention initiatives.
• Serves as the Region sponsor for a wide array of national service initiatives.
• Contributes to the leadership and growth of the US Operations as a member of the US Operations senior management team.
• Contributes to Ricoh's overall service strategy through participation in national customer service project teams.
• Interacts with the assigned service organizations to lead, plan, advise and review progress in achievement of service objectives and implementation of processes, consistent with US Operations and company plans.
• Plans and organizes, with RAC senior management, the actions needed to attract and retain the skilled human resources needed to gain maximum efficiency and deliver optimum customer satisfaction.
• Leads, motivates, and coaches with the service management team, while maintaining a positive attitude and setting an example of professionalism in a demanding, fast paced business environment. Keeps service team apprised of changing policies, competitive developments, and market trends.
• Directs and performs production management development training activities in the Region. Emphasizing the unique requirements of Production & Print for Profit, high revenue producing customers.
• Maintains close, personal touch with direct line management and headquarter support teams to ensure all escalations, systemic part issues, and vendor issues are satisfactorily resolved.
• Manages Service revenue growth and contribution.
• Increases Region service revenue growth and profit contribution by supporting sales growth opportunities, implementing revenue growth strategies and executing cost control measures, consistent with Region and company goals. Works with the Director of Sales to develop growth strategies that increase combined return on sales and production usage growth.
• Works closely with Production Sales team to coordinate bid creation, SLA development, service education and develops on-going close relationships with key production customers.
• Makes frequent customer calls to evaluate customer service levels, market trends and customer attitudes, then develops action plans to implement consistent service delivery improvement.
• Performs other duties as assigned by the National VP of Production Print as well as other executives as required.
• Possesses the ability to work in a flexible 24x7 demanding environment to satisfy customer needs and SLA’s
• Builds lasting relationships with 3rd party Pre-Post vendors and has the ability to rely on those relationships during critical customer situations

Qualifications (Education, Experience and Certifications)

Typically:

• Requires 4-year college degree in business administration or marketing.
• Requires 8-10 years of senior management experience in the area of Production operations and customer service.
• Requires a minimum of 1-2 years of direct senior customer service assignments in Production Continuous Forms and Cutsheet environments.

KNOWLEDGE, SKILLS, And Abilities

• Possesses leadership ability and is a strategic thinker.
• Possesses superior interpersonal and communications skills.
• Possesses excellent customer service skills including ability to follow up to ensure closure of issues.
• Possesses strong organizational and analytical skills, & excellent listening & interviewing skills.
• Possesses tact, charisma, and the ability to negotiate.
• Possesses technical knowledge and understanding of Production Print equipment enabling the ability to interact with Production customers, and both Production Cutsheet and Continuous Forms sales opportunities

Working Conditions, MENTAL and PHYSICAL DEMANDS

• Typically works in an office environment with adequate lighting and ventilation, and normal range of temperature and noise.
• Regular Regional Territory travel required, which could also include overnight travel as part of the process.
• Requires frequent contact with both internal and external customers. Requires internal contacts via phone and in person with all levels of management to resolve customer complaints and develop strategy on negotiations of deals.
• Requires external contacts via memos, phone and in person with senior levels of management for negotiations of major/national deals.
• Work has stress due to the impact the incumbent's actions have on the Region's results.
• Minimal physical effort is required, lifting items typically weighing less than 10 lbs.
• Requires regular use of a computer and calculator to access customer base information and analyze statistical data.

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