Specialist I, Customer Operations

Ricoh • Ottawa, ON

7d • CA$51,000 - CA$52,000 • Onsite

About The Position

Responsible for delivering Ricoh Managed Document Services in accordance with client contract, SLA and Statement of Work specifications through on-site presence at a named customer site, in accordance with Ricoh Managed Document Services delivery standards defined by RCL. This role involves fleet optimization services/analysis and recommendations for technology utilization and Continuous Improvement throughout the term of the agreement. The Specialist will assist in the design and development of processes and procedures specific to support in the customer environment, as well as creating accompanying documentation. They will also assist in solution design and provide consultative input and analysis based on client "Best Practices" and standards, following standard operating procedures. Key activities include fleet and services management (consumables, escalation support, asset reporting, Service Level Agreement compliance and standards management through device/asset reporting, data collection and validation vs. predetermined measures), maintaining customer satisfaction at agreed levels, collecting, analyzing and reporting on KPI's, providing trend analysis with recommendations for operational improvements, delivering agreed levels of service, and working closely with the customer Help Desk to monitor and manage all service related issues and escalations. The role also requires consumables inventory monitoring and management, and maintaining a working knowledge of all Ricoh vertical solution, product and software offerings. Assistance with quarterly account reviews is also required.

Requirements

• Minimum 2 years experience in an administrative role
• Industry related training and recognized certifications
• Post-secondary (undergraduate, tech degree, diploma or certificates)
• Must be able to communicate in French and English
• Excellent communication skills with proven ability to conduct professional business communications
• Proficient in MS Office applications with demonstrated Excel skills
• Self directed with the ability to work independently
• Present a professional image at all times to customers and vendors

Nice To Haves

• Access to a vehicle is preferred for occasional client site meetings

Responsibilities

• Responsible for delivering Ricoh Managed Document Services in accordance to client contract, SLA and Statement of Work specifications through on-site presence at a named customer site, in accordance with Ricoh Managed Document Services delivery standards defined by RCL
• Fleet optimization services/analysis and recommendations for technology utilization and Continuous Improvement throughout term of the agreement
• Assist in the design and development of processes and procedures specific to support in the customer environment as well as creating the accompanying documentation
• Assist in solution design and provide consultative input and analysis based on client "Best Practices" and standards (following standard operating procedures)
• Fleet and services management: consumables, escalation support, asset reporting, Service Level Agreement compliance and standards management through device/asset reporting, data collection and validation vs. predetermined measures
• Maintain customer satisfaction at agreed levels
• Collect, analyze and report on KPI's as well as provide trend analysis with recommendations for operational improvements in the customer environment
• Deliver agreed levels of service (as defined in customer SLA) and work closely with customer Help Desk to monitor and manage all service related issues and escalations
• Consumables Inventory monitoring and management
• Ensure a working knowledge of all Ricoh vertical solution, product and software offerings
• Assist with quarterly account reviews as required

Benefits

• Select the medical, dental, life, and disability insurance coverage that fits your needs.
• Contribute to your financial security with Ricoh Canada’s Retirement plan, with company matching contributions.
• Augment your education with team member tuition assistance programs.
• Enjoy paid vacation time and paid holidays annually.
• Tap into many other benefits to enhance your health, wellness such and ongoing personal and professional development.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree