Mailroom and Print Production Specialist

Ricoh Americas Holdings•Hampton, VA

11h

About The Position

POSITION PROFILE Responsible for the daily support of site-specific network and workstation printers. Responds to customer requests for technical support and training with the focus being on customer service. Documents all service calls and requests using TRAC Solution and escalates serious problems to a Customer Service Technician and, as necessary, to the Integrated Account Manager. Works to ensure that the service level agreements between the customer and RICOH are achieved. In addition, responsibilities may include the procurement of printer hardware and the management of an on-site parts/consumables inventory.

Requirements

High School Diploma (or equivalent) with additional education preferred
IT Help Desk Support experience (application & hardware support)
Technical Training & Certifications: HP Certifications
Excellent customer service skills
Good project management skills and ability to prioritize tasks
Strong technical knowledge of network and site-specific printers, and company products
Requires moderate dexterity—regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination)

Responsibilities

Daily support of network and workstation printers
Responds to customer support requests and ensures that they are resolved quickly, accurately, and professionally; escalates problems to a technician as necessary
Keeps the customer up to date on the progress of problem resolution
Provides end users with detailed remote access knowledge and documents complete troubleshooting information
Provides regular account updates, including information on fleet status and performance, to the Printer Fleet Manager or Integrated Account Manager
Responsible for on-site hardware & consumables inventory
Responsible for printer procurement as required by the customer
Responsible for printer hot swap inventory
Documents and reports all fleet meter reads
Maintains printer fleet tools/databases