Administrator, Print Support MS Onsite

Ricoh Americas Corporation•Norwich, CT

27d•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 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 operational, routinely reconciled, and any outages are escalated appropriately.

Requirements

Bachelor's degree or equivalent work experience required.
Basic knowledge of printers, multi-function printers, and multi-function devices.
Minimum of 2 years of project/program management experience with a proven track record in customer service.
Excellent customer service skills with strong follow-up capabilities.
Strong communication and presentation skills.
Solid project management skills and ability to prioritize tasks.
Technical knowledge of network and site-specific printers and company products.
Methodical approach to problem-solving.

Nice To Haves

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

Responsibilities

Monitor all facets of the fleet program to ensure performance standards are maintained and SLAs are achieved.
Interface with RICOH, third-party, and vendor support resources to anticipate and prevent customer-impacting problems, and resolve issues as they occur.
Manage supply for the fleet, including orders, procurement, PAR (Periodic Automatic Replacement) levels, inventory, and distribution.
Respond to customer support requests promptly and professionally.
Support continuous fleet optimization by identifying over/under-utilized, frequently serviced, and exception devices.
Monitor service alerts and requests to ensure timely response and parts delivery for dispatched technicians.
Coordinate machine moves, removals, and installations.
Adhere to IMACD process, managing and communicating statuses in a timely manner.
Report asset and service contract information as required.
Manage manual and automatic (AMR) meter reading collection, review, validation, and submission.
Maintain an accurate master list of devices (MLD) using asset management tools and deliver contracted reports as scheduled or upon request.
Act as an advocate for the customer in all fleet-related matters.
Conduct periodic client satisfaction surveys.
Collaborate with Sales to provide semi-annual executive overviews of emerging printing technology and industry trends.
Implement national launch programs/processes, including field training.
Complete all required administrative tasks accurately and on time.
Exhibit professional appearance and positive demeanor.
Manage hot swap inventory and support inventory/implementation efforts.
Provide training on RICOH equipment and features.
Manage printer procurement as required by the customer.
Perform other duties as assigned.