Administrator, Print Support MS Onsite
About The Position
Responsible for daily support of assigned RICOH managed devices within a customer’s fleet, including delivery of supplies, service, and asset management services to maintain print availability and achieve 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 fleet monitoring, management, and reporting solutions and applications operate effectively, are routinely reconciled, and have outages escalated appropriately. The role monitors fleet performance, manages supplies and inventory, coordinates service and device changes, maintains asset and meter-reading records, and delivers reports. It also supports fleet optimization, customer satisfaction, national launch programs, training, and procurement. The position typically works in an office environment and requires interaction with customers, vendors, partners, and internal personnel. Moderate physical effort may include walking, standing, bending, reaching, and lifting or carrying objects weighing up to 50 pounds.
Requirements
- Bachelor’s degree or equivalent work experience.
- Basic knowledge of printers, multifunction printers (MFPs), and multifunction devices (MFDs).
- At least two years of project/program management experience with a demonstrated track record of customer service success.
- Excellent customer service skills, including follow-up and ensuring 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 and company products.
- A methodical approach to problem-solving.
Nice To Haves
- Previous experience managing large-scale fleet implementations.
Responsibilities
- Monitor the fleet program to maintain performance standards and achieve customer–RICOH service level agreements.
- Coordinate with RICOH, third-party, and vendor support resources to prevent customer-impacting problems and resolve issues.
- Manage fleet supplies, including ordering, procurement, PAR levels, inventory, and distribution.
- Respond to customer support requests and ensure they are resolved quickly, accurately, and professionally.
- Identify overutilized, underutilized, frequently serviced, and exception devices to support fleet optimization.
- Monitor service alerts and requests to ensure response requirements are met and parts reach dispatched technicians at the appropriate place and time.
- Help coordinate machine moves, removals, and installations.
- Coordinate and support IMACD tasks, manage activities, and provide timely status updates.
- Report asset and service contract information as required.
- Collect, review, validate, and submit manual and automatic (AMR) meter readings.
- Maintain an accurate Master List of Devices (MLD) using asset management tools and databases, and deliver contracted reports on schedule or upon request.
- Advocate for the customer regarding fleet reporting and support.
- 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 national launch programs and processes, including field training.
- Complete administrative tasks accurately and on time.
- Maintain a professional appearance and positive demeanor.
- Manage hot-swap inventory and support inventory and implementation efforts.
- Train users on RICOH equipment and features.
- Manage printer procurement as required by the customer.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
