Customer Fleet Management Specialist

TGI Office Automation•Montville Township, NJ

13d•$50,000 - $6,500•Onsite

About The Position

TGI Office Automation seeks a technically skilled Customer Fleet Management Specialist to support the deployment, configuration, security, monitoring, and ongoing operational health of managed multifunction printers (MFPs) and printers. The role contributes to the SmartStart device deployment and Automated Toner Replenishment (ATR) programs, coordinating with Device Operations, Device Prep Centers, field service, implementation teams, and customer IT to ensure devices are configured, connected, monitored, and ready for use. The specialist performs approved remote configuration and firmware work, troubleshoots connectivity and monitoring issues, and maintains device records and technical documentation. The role uses manufacturer remote-management platforms and diagnostic tools, including Ricoh @Remote, Toshiba Elevate Sky, HP Smart Device Services, and HP Web Jetadmin, as well as applicable tools from other OEMs. It also supports SmartStart preparation and installation, MPS Monitor data collection agents, device telemetry and replenishment readiness, and Tier 2-style technical assistance. The position includes coordinating escalations, creating procedures and knowledge-base materials, participating in testing and process improvements, and maintaining customer relationships and timely ticket closure. The role is full-time, Monday through Friday, and is listed as in-person at one of several locations: Pine Brook, West Caldwell, or Cherry Hill, New Jersey; Brooklyn or Melville, New York; or Boca Raton, Florida. The stated salary range is $55,000–$65,000. Benefits listed are dental, health, vision, and life insurance, PTO, and a 401(k).

Requirements

3–5 years of experience in copier/printer service, MFP systems engineering, managed print services, IT support, or equivalent technical experience is preferred.
Working knowledge of network printing, TCP/IP, DNS, DHCP, SNMP, print drivers, device web interfaces, and remote troubleshooting.
Experience with MFP/printer configuration and firmware maintenance.
Strong diagnostic skills, disciplined documentation, prioritization, and customer communication.
Ability to coordinate technical tasks across remote teams and guide field personnel through configuration and validation steps.

Nice To Haves

Familiarity with Ricoh, Toshiba, HP, and Lexmark platforms.
Experience with MPS Monitor or comparable DCA/fleet-management tools.
Hands-on experience with OEM fleet tools such as Ricoh @Remote, Toshiba Elevate Sky, HP Smart Device Services, and HP Web Jetadmin.
Relevant manufacturer certifications, CompTIA Network+, or equivalent training.

Responsibilities

Perform approved device configuration changes, including network settings, administrative controls, supply alerts, toner-related settings, and device features.
Execute manufacturer-approved firmware upgrades and validate device functionality, configuration retention, and monitoring after updates.
Troubleshoot device connectivity, SNMP/telemetry, reporting discrepancies, and remote management access; coordinate onsite intervention when needed.
Maintain configuration baselines, firmware records, change logs, and technical documentation across the managed fleet.
Apply approved security practices for credentials, remote access, and configuration changes, and follow customer change-control requirements.
Use manufacturer remote-management and diagnostic tools to monitor fleet health, perform remote configuration and firmware maintenance, troubleshoot devices, and support SmartStart readiness.
Coordinate manufacturer-platform enrollment, access, permissions, and device communication settings with customer IT and TGI teams; reconcile OEM information with MPS Monitor where practical.
Perform approved individual or bulk configuration and firmware activities using supported manufacturer tools, documenting results, exceptions, and validation.
Maintain proficiency and appropriate certifications in manufacturer platforms as they evolve, and escalate tool limitations, conflicting telemetry, and OEM defects through vendor channels.
Coordinate with Device Prep Centers, implementation coordinators, logistics, field engineers, and customer IT to prepare and validate devices before delivery.
Configure and verify network connectivity, printing and scanning functions, device-management settings, and customer-specific requirements.
Provide real-time remote technical support during eligible SmartStart and remote installations; resolve configuration issues and escalate physical or solutions-related issues.
Complete pre-deployment and post-installation technical checklists, confirm readiness, and document handoffs and outstanding items.
Support deployment and troubleshooting of MPS Monitor data collection agents, including discovery ranges, connectivity, and approved redundancy or clustering configurations.
Validate device enrollment, meter and supply telemetry, consumable alert settings, and replenishment readiness before ATR activation.
Investigate offline devices, inconsistent toner reporting, communication failures, and missing data in collaboration with relevant analysts, teams, manufacturers, and platform support.
Implement standardized settings and corrective actions to improve ATR coverage, data quality, and replenishment reliability.
Provide remote Tier 2-style device technical assistance to field engineers, Device Operations personnel, and customer IT contacts.
Escalate hardware failures, physical service requirements, advanced solutions issues, and vendor defects to appropriate teams.
Create repeatable procedures, configuration templates, troubleshooting guides, and knowledge-base articles.
Participate in testing, process improvement, and rollouts of new device models, firmware, remote tools, and deployment standards.
Maintain customer relationships, provide clear written updates, and close tickets promptly in accordance with TGI policies.