Service Delivery Specialist - 6 month contract

Ricoh Americas Holdings

25d

About The Position

The Service Delivery Specialist helps deliver Ricoh Managed Document Services by managing business document output devices—including printers, copiers, and fax machines—at customer locations or remotely. The role focuses on maximizing device uptime, utilization, optimization, and user satisfaction while minimizing costs. After meeting service-level agreements, the Specialist works with customers to improve business processes through fleet optimization and use of other Ricoh services. The position requires understanding client requirements and domains, an IT-centric approach, communication with customer IT resources, and the ability to develop, implement, and manage ongoing fleet operations. The Specialist works as part of a team to deliver services in accordance with client contracts, SLAs, Statements of Work, and Ricoh delivery standards. Duties include troubleshooting printing and related technical issues, managing incident tickets, coordinating fleet operations and equipment changes, providing end-user training, monitoring service performance, analyzing KPIs, and supporting customer reviews and continuous improvement.

Requirements

Industry-related training.
Post-secondary education, such as an undergraduate or technical degree, diploma, or certificates.
At least 2 years of experience in roles with similar responsibilities, scope, or skills.
Previous customer-facing service, support, technical, or operational experience.
Excellent verbal and written communication and presentation skills, with the ability to conduct professional business communications.
Proficiency in Microsoft Office applications, with demonstrated Excel skills.
Understanding of network print queues, IP addresses, and DNS.
Working knowledge of scanning, networking, and printing technologies.
Ability to work independently or as part of a team and take initiative to improve the customer experience.
Ability to assess situations and act with a high level of urgency.
Ability to multitask in a fast-paced operation and prioritize objectives.
Effective planning, organizational, and time-management skills.
Strong attention to detail.
Valid driver's license and access to reliable transportation.

Nice To Haves

Visio and SharePoint experience.

Responsibilities

Deliver Ricoh Managed Document Services in accordance with the client contract, SLA, Statement of Work, and Ricoh delivery standards.
Meet agreed service levels and work with the customer Help Desk to monitor and manage service issues and escalations.
Troubleshoot printer-related and other printing issues, including driver, network, and operating-system issues, using on-site visits or remote tools.
Provide first-response troubleshooting for print-related issues, resolve printer issues where possible, and escalate issues to the appropriate Ricoh channels.
Use the client request system to provide user services, including creating network print queues and IP addresses.
Work with the customer's Level-I Help Desk to deliver service levels defined by the customer SLA.
Conduct end-user training when required to support adoption and maximize use of installed technology, including basic training for end-user requests.
Manage Ricoh incident tickets in the customer's service ticketing system, including initial troubleshooting, status updates, escalations, and resolution documentation.
Assist in designing, developing, and documenting printing support processes and procedures.
Manage fleet and services, including consumables inventory, escalation support, asset reporting, and common print room management.
Support SLA compliance by focusing on uptime, utilization, end-user satisfaction, and cost minimization.
Maintain working knowledge of Ricoh vertical solutions, products, and offerings such as RightFax, Equitrac, and Autostore.
Provide fleet optimization services and analysis, identify opportunities to improve technology utilization, and support continuous improvement throughout the agreement term.
Collect, analyze, and report KPIs; provide trend analysis and recommendations for operational improvements in the supported customer environment.
Prepare monthly and quarterly reports, conduct analysis, and assist with client reviews as required.
Manage and physically execute new installations, removals, relocations, and disposals (IMAC-D).
Provide support to the Supervisor or Service Delivery Manager.
Perform other duties as assigned.