Print Support Specialist

POSITION PROFILE
The Administrator, Print Support MS Onsite is responsible for the daily support of assigned RICOH managed devices within the customer's fleet. This includes the delivery of supply, service, and asset management services to ensure print availability and the achievement of service level agreements (SLAs). The role involves responding to customer requests, service requests, device alerts, providing technical support, and training, with a focus on customer service.

The Administrator ensures solutions and applications used to monitor, manage, and report on the assigned fleet are operating correctly, routinely reconciled, and that any outages are escalated appropriately.
JOB DUTIES AND RESPONSIBILITIES

• Monitor all aspects of the fleet program to maintain performance standards and ensure SLAs are met between the customer and RICOH.
• Interface with RICOH, third-party, and vendor support resources to prevent and resolve customer-impacting issues.
• Manage the supply chain for the fleet, including orders, procurement, Periodic Automatic Replacement (PAR) levels, inventory, and distribution.
• Respond to customer support requests, ensuring quick, accurate, and professional resolutions.
• Support continuous fleet optimization by identifying over/under-utilized, frequently serviced, and exception devices.
• Monitor service alert and request activity to meet service response requirements and ensure parts are delivered to support dispatched service technicians.
• Coordinate machine moves, removals, and installations.
• Follow IMACD processes, managing and communicating task statuses in a timely manner.
• Report asset and service contract information as required.
• Manage the manual and automatic (AMR) collection, validation, and submission of meter readings.
• Maintain an accurate master list of devices (MLD) using asset management tools and deliver contracted reports as scheduled or upon request.
• Act as the customer's advocate for fleet reporting and other support.
• Conduct periodic client satisfaction surveys.
• Provide a semi-annual executive overview of emerging business printing technology and industry trends, in collaboration with the Sales team.
• Implement national launch programs and processes, including field training.
• Complete all required administrative tasks accurately and promptly.
• Exhibit a professional appearance and positive demeanor.
• Manage hot swap inventory.
• Support inventory and implementation efforts as required.
• Provide training on the use of RICOH equipment and features.
• Manage printer procurement as required by the customer.
• Perform other duties as assigned.

QUALIFICATIONS (Education, Experience, and Certifications)
Education: A 4-year college degree or equivalent work experience is required.

Experience:

• Prior experience managing large-scale fleet implementations is a plus.
• Basic knowledge of Printers, Multi-Function Printers, and Multi-Function Devices is required.
• Minimum of 2 years of project/program management experience with a successful track record in customer service.

KNOWLEDGE, SKILLS, AND ABILITIES

• Excellent customer service skills, including the ability to follow up to ensure closure of issues.
• Strong communication and presentation skills.
• Strong project management skills and the ability to prioritize tasks effectively.
• In-depth technical knowledge of network and site-specific printers, as well as company products.
• A methodical approach to resolving problems.

WORKING CONDITIONS, MENTAL, AND PHYSICAL DEMANDS

• Typically works in an office environment with adequate lighting and ventilation, and a normal range of temperature and noise levels.
• Requires internal contact within the department and with other corporate personnel, as well as external contact with customers, agencies, vendors, etc.
• Work assignments are diversified, and problem-solving may require the development of new alternatives.
• Modest physical effort is required, including walking, standing, bending, reaching, lifting, or carrying objects up to 50 lbs (e.g., papers, books, files, small parts, etc.).
• Regular application of basic skills such as calculator use, keyboarding, hand tools, and hand-eye coordination is required.

The above statements describe the general nature and level of work being performed by individuals assigned to this role. They are not an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job.