Print Support Specialist

Ricoh Americas Holdings•Chicago, IL

About The Position

The Print Support Specialist is responsible for the daily support of assigned RICOH managed devices within a customer's fleet. The role responds to customer requests for technical support and training, with a focus on customer service. It replenishes consumables, facilitates service and supply requests, and performs basic end-user device maintenance, escalating service problems as necessary. Responsibilities may also include printer hardware procurement and management of an on-site parts and consumables inventory. The position works to meet service level agreements, maintain device availability and accurate fleet records, and support continuous fleet optimization. It provides equipment training, manages supplies and inventory, communicates problem-resolution status, and completes related administrative tasks. The role typically works in an office environment and requires customer and internal contacts. Work involves walking, standing, bending, reaching, and lifting or carrying objects weighing up to 50 pounds, as well as moderate dexterity and regular use of a calculator, keyboard, and hand tools.

Requirements

High school diploma or equivalent; additional education preferred.
IT help desk support experience in application and hardware support.
Technical training and certifications, including HP certifications.
Complete Ricoh Learning Institute courseware within the timeframe specified or directed by management.
Excellent customer service skills, including follow-up to ensure issues are closed and effective communication.
Good project management skills and ability to prioritize tasks.
Strong technical knowledge of network and site-specific printers and company products.
Strong interpersonal and verbal communication skills.
Methodical approach to resolving problems.
Ability to walk, stand, bend, reach, and lift or carry objects weighing up to 50 pounds.
Moderate dexterity and regular use of a calculator, keyboard, and hand tools, with eye-hand coordination.

Nice To Haves

Additional education beyond a high school diploma or equivalent.

Responsibilities

Work to ensure that service level agreements between the customer and RICOH are achieved.
Monitor device service and supply alerts daily and respond to and resolve service requests so device availability meets service level agreements.
Maintain an accurate asset list and device locations using available printer fleet tools and databases.
Support fleet optimization by identifying over- or under-utilized, frequently serviced, and exception devices.
Respond to customer support requests and resolve them quickly, accurately, and professionally; escalate service problems as necessary.
Follow the IMACD process, coordinate and support functional tasks, and manage and communicate statuses in a timely manner.
Maintain adequate supplies inventory for devices and their volume requirements.
Order supplies and maintain appropriate PAR (Periodic Automatic Replacement) levels.
Monitor and return unused and excess RICOH-owned supplies as PAR levels dictate.
Document and report all fleet meter reads.
Train customers and team members on RICOH equipment and features, and assist with mapping devices.
Use support resources to minimize field service dispatches and escalate issues to Level 2 support as necessary.
Proactively communicate problem-resolution status to customers.
Provide end users with detailed remote access knowledge and document complete troubleshooting information.
Assist with hot swap tasks to help maintain users’ experience.
Move desktop printers to new locations only with approval through the SR process.
Manage on-site hardware and hot swap inventory.
Manage printer procurement as required by the customer.
Support inventory and implementation efforts.
Complete required administrative tasks accurately and on time.
Exhibit a professional appearance and positive demeanor.
Perform other duties as assigned.