Field Manager, Field Services at Ricoh Canada in Houston, TX

We are seeking a Field Manager to lead a team of service technicians responsible for delivering reliable service and exceptional customer experiences across an assigned territory.

This role is accountable for developing employees, achieving operational and financial objectives, and ensuring consistent execution of service standards. Success requires a leader who combines meaningful field engagement with sound judgment, disciplined execution, and personal accountability for results.

What You'll Do

• Lead and develop people: Establish clear expectations, coach technicians, address performance gaps, and build an engaged, accountable team.
• Own operational performance: Drive improvements in productivity, first-time fix performance, recall reduction, service efficiency, and customer satisfaction.
• Lead from the field: Regularly observe service execution, provide meaningful coaching, remove obstacles, and verify improvement.
• Drive consistent execution: Translate business priorities into clear actions, monitor progress, and ensure commitments are fulfilled.
• Manage business resources: Optimize technician capacity, territory coverage, labor utilization, and controllable service expenses.
• Strengthen customer relationships: Proactively address service concerns, manage escalations, and partner with customers and internal teams to improve service delivery.
• Make informed decisions: Combine operational data, field observations, and sound judgment to identify underlying problems and take effective action.
• Build team capability: Recruit, develop, and retain talent while preparing employees for expanded responsibilities and future opportunities.

What Success Looks Like

• A team that consistently delivers against established productivity, quality, safety, and financial standards.
• Technicians who understand expectations, demonstrate accountability, and continually develop their capabilities.
• Strong customer relationships supported by dependable service execution and effective problem resolution.
• Operational challenges identified early, addressed at their source, and followed through to measurable improvement.
• Effective stewardship of people, time, and resources.

What You'll Bring

• Demonstrated leadership experience in field service, technical operations, or a comparable service environment.
• A track record of improving business results through employee coaching, accountability, and disciplined execution.
• Strong judgment, communication, problem-solving, and decision-making abilities.
• The ability to interpret operational performance and turn observations into effective action.
• A leadership approach that balances high expectations with employee support and development.
• A commitment to customer service, operational excellence, and continuous improvement.
• A valid driver's license and the ability to meet company driving requirements.

Why This Role Matters

Field Managers directly influence the performance of our people, the experience of our customers, and the financial results of our business. This is an opportunity to lead a team, develop employee capabilities, solve meaningful operational challenges, and make a measurable impact on the success of the organization.