Print Services Billing Administrator

Ricoh Careers•Lexington, KY

7h•Onsite

About The Position

Responsible for the daily support of assigned RICOH‑managed devices within the customer’s fleet, including delivery of supply, service, and asset management services that ensure print availability and achievement of service level agreements (SLAs). Responds to customer requests, service requests, device alerts, technical support, and training, with a strong focus on customer service. Ensures solutions and applications used to monitor, manage, and report on the assigned fleet are functioning, routinely reconciled, and any outages are escalated appropriately.

Requirements

4‑year college degree or equivalent work experience.
Basic Printer, Multi‑Function Printer, and Multi‑Function Device knowledge.
Minimum of 2 years of project/program management experience and a proven track record in customer service.
Excellent customer service skills, including the 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.
Methodical, structured approach to problem‑solving.

Nice To Haves

Prior experience managing large‑scale fleet implementations is a plus.

Responsibilities

Monitors all facets of the fleet program to ensure performance standards are maintained and service level agreements (SLAs) are achieved.
Interfaces with RICOH, third‑party, and vendor support resources to anticipate and prevent customer-impacting problems, as well as resolve problems as they occur.
Responsible for supply management of the fleet including ordering, 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 by identifying over/under‑utilized devices, frequently serviced units, and exception devices.
Monitors service alerts and request activity to ensure service response requirements are met and that parts arrive in support of dispatched service technicians at the appropriate time and location.
Helps coordinate machine moves, removals, and installations.
Adheres to the IMACD process, coordinating and supporting functional tasks 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, delivering contracted reports as scheduled or upon request.
Acts as an advocate for the customer in all matters concerning fleet reporting and other required support.
Conducts periodic client satisfaction surveys.
Together with the Sales team, provides semi‑annual executive overviews of emerging business printing technology and industry trends.
Conducts implementation of national launch programs/processes, including field training.
Completes all required administrative tasks accurately and on time.
Exhibits a professional appearance and positive demeanor.
Manages hot‑swap inventory.
Supports inventory and implementation efforts.
Provides training on the use of RICOH equipment and features.
Manages printer procurement as required by the customer.
Performs other duties as assigned.