Manager, Customer Experience

¡We invite you to review our job opportunity at Ricoh Colombia!

We are seeking a dynamic and strategic-minded individual to join our team as a Service Operations Manager. In this role, you will be responsible for driving local service strategies, aligning them with regional objectives, and overseeing the implementation of business plans. Your primary focus will be on ensuring the readiness and quality of our service portfolio, with a particular emphasis on technical service management and automation architecture within the RLA (Regional Local Area) portfolio.

Key Responsibilities:

• Planning - Responsible for local service strategies planning,participating in the business plan development and implementation. 
• Portfolio readiness (preferably only in the RLA portfolio) – alignment with the region, leading and communicating the strategic direction of operations activities
• Technical Service – Manage technical service (OP, OS or RGC) internally or using service providers, aiming at the best quality, within the established deadline.
• Automation Architecture - Develop the strategy and architecture of service automation covering hardware infrastructure and software implementation, including the use of software/systems solutions to provide better Service management. 
• Customer Service  - Co-responsible for maintaining a high level of customer satisfaction, through the constant management of the technical services quality checking for performance and preventive maintenance, understanding and solving customer needs, building a strong relationship of trust that generates competitive advantages based on the quality of our services. Focus on customer retention and support Ricoh’s profitability. 
• Logistics and distribution – Select the best alternatives for storage, local transport, reverse logistics, etc., ensuring the maintenance of our KPI’s such as MOH (months on hands), for example. 
• Team management – Leading, motivating and coaching your team, maintaining a positive attitude and offering examples related to results achievement and good practices in workplace. It’s part of the responsibilities to support local policy definitions and ensure that they (global, regional or local policies) are communicated and followed, as well as monitor the team's productivity, creating an action plan when needed.
• Productivity - Analyze the productivity reports as Total Volume of Documents, response time, problem solving, customer satisfaction, etc, in order to guarantee area’s performance and goal’s achievement. This initiative must also generate a database that allows company to understand customer experience, allowing appropriate decision-making. 

QUALIFICATIONS (Education, Experience & Certifications) 

• Bachelor's degree in engineering, systems analysis, telecommunications or related fields. Preferably with a postgraduate degree in Business Administration or MBA.
• Consistent experience with operations and logistics
• Advanced English and Spanish

KNOWLEDGE & SKILLS 

• Previous knowledge in operations and logistics (knowledge about integrators is a differential).
• Ability to look for solutions in complex enviroments
• Conflict management
• Create positive interpersonal relationships
• Flexibility to work in multidisciplinary teams 
• Team lead focus on results orientation

TECHNICAL AND FUNCTIONAL SKILLS

• Customer and future orientation
• Negotiation
• Time management
• Financial knowledge
• Team Leadership