Administrator, Print Support MS Onsite

Ricoh • United States,

5d • $21 - $24 • Onsite

About The Position

Responsible for the daily support of assigned RICOH managed devices within the customer's fleet, including delivery of supplies, service, and asset management services to ensure print availability and achievement of service level agreements (SLAs). Responds to customer requests, service requests, device alerts, technical support inquiries, and training needs with a strong focus on customer service.

Ensures solutions and applications used to monitor, manage, and report on the assigned fleet are operating effectively, routinely reconciled, and that outages are escalated appropriately. Supports fleet optimization, device and supply management, service coordination, reporting, customer training, and implementation efforts.

Requirements

• Bachelor's degree or equivalent work experience required.
• Minimum of two years of project/program management experience with a demonstrated track record of customer service success.
• Basic knowledge of printers, multifunction printers (MFPs), and multifunction devices (MFDs).
• Excellent customer service skills, including follow-up and ensuring issue resolution.
• Strong communication and presentation skills.
• Strong project management skills and ability to prioritize tasks effectively.
• Strong technical knowledge of network and site-specific printers, as well as company products.
• Demonstrated methodical approach to problem-solving.

Nice To Haves

• Previous experience managing large-scale fleet implementations preferred.

Responsibilities

• Monitor the fleet program to maintain performance standards and achieve customer-RICOH service level agreements.
• Interface with RICOH, third-party, and vendor support resources to anticipate, prevent, and resolve customer-impacting problems.
• Manage fleet supplies, including ordering, procurement, PAR levels, inventory, and distribution.
• Respond to customer support requests and ensure prompt, accurate, and professional resolution.
• Support fleet optimization by identifying overutilized, underutilized, frequently serviced, and exception devices.
• Monitor service alerts and requests to ensure response requirements are met and parts arrive where and when needed by dispatched technicians.
• Coordinate machine moves, removals, and installations.
• Follow the IMACD process by coordinating functional tasks, managing activities, and communicating timely status updates.
• Report asset and service contract information as required.
• Manage the manual and automatic (AMR) collection, review, validation, and submission of meter readings.
• Maintain an accurate Master List of Devices using appropriate asset management tools and databases, and deliver contracted reports on schedule or upon request.
• Advocate for the customer on fleet reporting and support matters.
• Conduct periodic client satisfaction surveys.
• Partner with the Sales team to provide semi-annual executive overviews of emerging business printing technologies and industry trends.
• Support implementation of national launch programs and processes, including field training.
• Complete administrative tasks accurately and on time, and maintain a professional appearance and positive demeanor.
• Manage hot-swap inventory and support inventory and implementation efforts.
• Train customers on the use of RICOH equipment and features.
• Manage printer procurement as required by the customer.
• Perform other duties as assigned.

Benefits

• Medical, dental, life, and disability insurance options.
• Retirement Savings Plan (401K).
• Health Savings Account (HSA) and Flexible Spending Account (FSA).
• Team member tuition assistance programs.
• Paid vacation time and paid holidays.
• Additional health, wellness, personal development, and professional development benefits.

What This Job Offers

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