Administrator, Print Support MS Onsite

Ricoh Americas Holdings

2d•Onsite

About The Position

Responsible for the daily support of assigned RICOH managed devices within the customer's fleet, including the delivery of supplies, 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 needs, and training requirements with a strong focus on customer service. Ensures solutions and applications used to monitor, manage, and report on the assigned fleet are operating properly, routinely reconciled, and that any outages are escalated appropriately.

Requirements

Four-year college degree or equivalent work experience required.
Basic knowledge of Printers, Multi-Function Printers (MFPs), and Multi-Function Devices (MFDs).
Minimum of two years of project/program management experience with a proven track record of customer service success.
Excellent customer service skills, including the ability to follow up and ensure issue resolution.
Strong communication and presentation skills.
Strong project management skills and the ability to prioritize tasks effectively.
Strong technical knowledge of network and site-specific printers, as well as company products.
Demonstrates a methodical approach to problem-solving.

Nice To Haves

Prior experience managing large-scale fleet implementations preferred.

Responsibilities

Monitors all facets of the fleet program to ensure performance standards are maintained and service level agreements (SLAs) between the customer and RICOH are achieved.
Interfaces with RICOH, third-party, and vendor support resources to anticipate and prevent customer-impacting problems, as well as remedy issues 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 through identification of overutilized, underutilized, frequently serviced, 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 place and time.
Helps coordinate machine moves, removals, and installations.
Adheres to IMACD processes by coordinating and supporting functional tasks, managing activities, and communicating status updates in a timely manner.
Reports 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 fleet reporting and support services.
Conducts periodic client satisfaction surveys.
Partners with the Sales team to provide semi-annual executive overviews of emerging business printing technology and industry trends.
Conducts implementation of national launch programs and processes, including field training.
Completes all required administrative tasks accurately and in a timely manner.
Maintains a professional appearance and positive demeanor.
Manages hot-swap inventory.
Supports 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.