Administrator, Print Support

Ricoh • Lansing, MI

4d • Onsite

About The Position

Responsible for the daily support of assigned RICOH-managed devices within the
customer’s fleet, including the delivery of supply, service, and asset
management services. Ensures print availability and achievement of service level
agreements (SLAs).

Responds to customer requests, service alerts, technical support needs, and
training with a strong focus on customer service. Ensures all solutions and
applications used to monitor, manage, and report on the assigned fleet are
operating effectively, routinely reconciled, and that any outages are escalated
appropriately.

Requirements

• A 4-year college degree or equivalent work experience.
• Basic knowledge of printers, multifunction printers, and multifunction devices.
• Minimum of 2 years of project or program management experience with a proven record of customer service success.
• Excellent customer service skills, including consistent follow-up to ensure issue resolution.
• Strong verbal, written, and presentation communication skills.
• Strong project management skills with the ability to prioritize multiple tasks.
• Solid technical knowledge of networked printers, site-specific printing environments, and company products.
• Demonstrates a methodical and logical approach to problem resolution.

Responsibilities

• Monitors all facets of the fleet program to ensure performance standards are maintained and SLAs between the customer and RICOH are achieved.
• Interfaces with RICOH, third-party, and vendor support resources to anticipate, prevent, and resolve customer-impacting issues.
• Responds to customer support requests and ensures they are resolved quickly, accurately, and professionally.
• Supports continuous fleet optimization by identifying over-utilized, under-utilized, frequently serviced, and exception devices.
• Monitors service alerts and request activity to ensure response requirements are met and parts arrive on time to support dispatched service technicians.
• Helps coordinate machine moves, removals, and installations.
• Adheres to the IMACD process by coordinating and supporting functional tasks, managing workflows, and communicating status updates in a timely manner.
• Reports asset and service contract information, as required.
• Manages manual and automatic meter reading (AMR) collection, review, validation, and submission.
• Maintains an accurate Master List of Devices (MLD) using asset management tools and databases; delivers contracted reports on schedule or upon request.
• Acts as a customer advocate in all matters related to fleet reporting and additional support needs.
• Conducts periodic client satisfaction surveys.
• Supports implementation of national launch programs and processes, including field training.
• Demonstrates a professional appearance and positive demeanor.
• Supports inventory management and implementation efforts.
• Provides training on the use of RICOH equipment and features.
• Performs other duties as assigned.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level