Job Information
Ricoh Americas Corporation Print Support Specialist in Greensboro, North Carolina
Administrator, Print Support MS Onsite
POSITION PROFILE
Responsible for the daily support of assigned RICOH managed devices within customer's fleet including the delivery of supply, service, and asset management services that ensure print availability and the achievement of service level agreements (SLAs). Responds to customer requests, service requests and device alerts, technical support, and training with a focus toward customer service.
Ensures solutions and applications used to monitor, manage, and report on assigned fleet are operating, routinely reconciled, and any outages are escalated appropriately.
JOB DUTIES AND RESPONSIBILITIES
Monitors all facets of the fleet program to ensure that performance standards are maintained and service level agreements (SLAs) between customer and RICOH are achieved.
Interfaces with RICOH, third-party, and vendor support resources to anticipate and prevent customer impacting problems, as well as to remedy problems as they occur issues.
Responsible for supply management of the fleet including orders and procurement, PAR (Periodic Automatic Replacement) levels, inventory, and distribution.
Responds to customer support requests and ensures they are resolved quickly, accurately, and professionally.
Supports continuous fleet optimization efforts through identification of over/under utilized, frequently serviced, and exception devices.
Monitors service alert and request activity to ensure service response requirements are met and that parts arrive in support of dispatched service technicians at the appropriate place and time
Helps coordinate machine moves, removals, and installations.
Adheres to IMACD process, coordinating and supporting functional tasks, managing, and communicating statuses in a timely manner.
Able to report asset and service contract information, as required.
Manages the manual and automatic (AMR) collection, review, validation, and submission of meter readings
Maintains an accurate master list of devices (MLD) using appropriate asset management tools and databases and delivers contracted reports as scheduled or upon request.
Acts as an advocate for the customer in all matters concerning the fleet reporting and other support as required.
Conducts periodic client satisfaction surveys.
Together with the Sales team, provides a semi-annual executive overview of emerging business printing technology and industry trends.
Conducts implementation of national launch programs/processes including field training.
Completes all required administrative tasks in an accurate and timely manner.
Exhibits a professional appearance and positive demeanor.
Manages hot swap inventory.
Support inventory and implementation efforts
Performs other duties as assigned.
Provides training on the use of RICOH equipment and features.
Manages printer procurement as required by the customer.
QUALIFICATIONS (Education, Experience and Certifications)
Typically requires:
4-year college degree or equivalent work experience required
Prior experience managing large-scale fleet implementations a plus
Requires basic Printer, Multi-Function Printer and Multi-Function Device knowledge
Minimum of 2 years project/program management experience and a track record of success in customer service
KNOWLEDGE, SKILLS AND ABILITIES
Excellent customer service skills including ability to follow up to ensure closure of issues
Strong communication and presentation skills
Strong project management skills and ability to prioritize tasks.
Strong technical knowledge of network and site-specific printers, and company products
Possesses methodical approach to resolving problems.
WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS
Typically works in an office environment with adequate lighting and ventilation, and a normal range of temperature and noise level.
Requires internal contact within department and with other corporate personnel and external contact with customers, agencies, vendors, etc.
Work assignments are diversified. Examples of past precedent are used to resolve work problems. New alternatives may be developed to resolve problems
Modest physical effort is required. Work does require walking, standing, bending, reaching, lifting or carrying objects that may weigh up to 50 lbs. (e.g., papers, books, files and small parts, etc.)
Requires moderate dexterity regular application of basic skills (calculator, keyboard, hand tools, and eye/hand coordination
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.
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.
Come Create at Ricoh:
If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence.
Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information—how it is collected, stored, managed, and shared—to unlock the potential in every organization. We deliver services and technologies that inspire our customers’ success and guide them toward a better and more sustainable future. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.
Invest in Yourself:
At Ricoh, you can:
Choose from a broad selection of medical, dental, life, and disability insurance options.
Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
Augment your education with team member tuition assistance programs.
Enjoy paid vacation time and paid holidays annually
Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.
EEO/Affirmative Action Employer -- M/F/Disability/Veteran