<p>Position Profile</p> <p>This role leads project teams on complex small projects, medium-sized projects, or significant segments of large projects. The position is responsible for translating customer requirements into executable project plans that achieve customer acceptance and meet business objectives.</p> <p>Global knowledge sharing and management are critical to the company's success. Individuals in this role actively participate in - and may be responsible for - the creation, protection, reuse, and sharing of intellectual capital.</p> <p>The role operates with minimal instruction on day-to-day activities and general direction on new assignments. Performance is evaluated upon completion of objectives.</p> <p>This position requires strong project management expertise to support Executive Management during solution installations and customer escalations. Acting as the customer advocate, the role partners with local sales, service representatives, and cross-functional Ricoh teams to resolve customer issues, manage escalations, and restore or enhance customer satisfaction.</p> <p>The role supports Solution Assurance Reviews for complex installations and facilitates cross-functional collaboration to ensure alignment across customer requirements, system capabilities, site readiness, and team preparedness. Success in this role is driven through leadership, communication, and collaboration in a fast-paced, high-visibility environment supporting multiple accounts and issues simultaneously.</p> <p>Key Responsibilities Project & Team Leadership</p> <ul> <li>Lead project teams through all phases of the project lifecycle </li><li>Provide project management guidance to internal teams, customers, suppliers, and partners </li><li>Motivate and manage cross-functional teams to achieve project objectives </li><li>Identify potential business and technical project risks and recommend mitigation strategies </li><li>Plan and manage assigned project deliverables to meet customer requirements </li></ul> <p>Customer Advocacy & Escalation Management</p> <ul> <li> <p>Act as the primary customer advocate during escalations and complex installation issues</p> </li><li> <p>Guide customer issue resolution from identification through closure</p> </li><li> <p>Support worldwide Ricoh customers through structured complaint management</p> </li><li> <p>Communicate directly with customers and account teams to:</p> </li><li> <p>Understand and document issues</p> </li><li> <p>Define customer "conditions of satisfaction"</p> </li><li> <p>Serve as customer liaison to restore satisfaction levels</p> </li><li> <p>Ensure achievement of response time, contact, and resolution targets</p> </li></ul> <p>Solution Assurance & Installation Support</p> <ul> <li>Facilitate Solution Assurance Reviews for complex implementations </li><li>Collaborate with SMEs and leadership to obtain functional approvals prior to deployment </li><li>Provide early involvement in complex solution installations </li><li>Proactively manage installation-related complaints and production readiness issues </li><li>Facilitate regular status meetings and drive open action items to closure </li></ul> <p>Analysis, Reporting & Continuous Improvement</p> <ul> <li>Perform root cause analysis on customer complaints and support requests </li><li>Manage and resolve pervasive product and solution issues </li><li>Distribute resolution actions across impacted accounts and teams </li><li>Provide regular status updates, trends, and insights to Executive Management, Product Development, Lifecycle Management, and Field Support </li><li>Present customer complaint records, satisfaction conditions, actions, and resolution status during weekly Operations Meetings </li><li>Participate in departmental and process improvement initiatives </li></ul> <p>Customer Satisfaction & Survey Management</p> <ul> <li>Develop and manage customer contact files for surveys </li><li>Administer and analyze customer satisfaction surveys </li><li>Drive corrective actions based on survey results and feedback </li><li>Support customer loyalty metrics through complaint and survey data analysis </li></ul> <p>Knowledge Management</p> <ul> <li> <p>Participate actively in global knowledge-sharing initiatives such as:</p> </li><li> <p>Communities of practice</p> </li><li> <p>Forums and conferences</p> </li><li> <p>Knowledge repositories and exchanges</p> </li><li> <p>Maintain current knowledge of Ricoh hardware and software solutions</p> </li><li> <p>Engage appropriate SMEs throughout customer issue resolution cycles</p> </li></ul> <p>Other Responsibilities</p> <ul> <li>Engage internal escalation processes as required </li><li>Follow up with customers and internal teams to ensure full resolution and satisfaction </li><li>Assume additional responsibilities as assigned </li></ul> <p>Qualifications Education & Experience</p> <ul> <li>Bachelor's degree or equivalent experience (including printing industry experience) </li><li>Minimum 2 years of experience in customer support / problem resolution, preferably in the printing industry </li><li>Minimum 2 years of project management experience, with certification preferred </li></ul> <p>Skills</p> <ul> <li>Strong customer communication and relationship-building skills </li><li>Ability to translate technical issues into clear customer-focused messaging </li><li>Strong written communication skills, including technical summaries, meeting minutes, status reports, and action plans </li><li>Proven ability to analyze complaint and survey data to drive process improvements and business solutions </li></ul> <p>Working Environment & Expectations</p> <ul> <li>Fast-paced, customer-facing role with high visibility across customer and executive teams </li><li>Ability to manage multiple projects, accounts, and escalations concurrently </li><li>Requires adaptability, accountability, and strong collaboration skills </li></ul> <p>The above statements describe the general nature and level of work being performed and are not intended to be an exhaustive list of all responsibilities, skills, or working conditions associated with the role.</p>