Administrator, Print Support MS Onsite

Ricoh Americas Corporation • United States, United States • 4d ago

Administrator, Print Support MS Onsite Position Profile

Responsible for the daily support of assigned RICOH-managed devices within the customer's fleet. This includes delivery of supplies, service, and asset management to ensure print availability and meet service level agreements (SLAs). Responds to customer requests, service alerts, technical support needs, and training with a strong focus on customer service.

Ensures monitoring and reporting solutions are operational, reconciled regularly, and escalates outages appropriately.

Job Duties and Responsibilities

Monitor all aspects of the fleet program to maintain performance standards and meet SLAs.

Interface with RICOH, third-party, and vendor support to prevent and resolve customer-impacting issues.

Manage supply orders, procurement, PAR levels, inventory, and distribution.

Respond promptly and professionally to customer support requests.

Support fleet optimization by identifying under/over-utilized and frequently serviced devices.

Monitor service alerts and requests to ensure timely technician dispatch and parts delivery.

Coordinate machine moves, removals, and installations.

Adhere to IMACD processes, manage tasks, and communicate status updates.

Report asset and service contract information as needed.

Manage meter readings (manual and AMR): collection, validation, and submission.

Maintain an accurate master list of devices using asset management tools and databases.

Deliver scheduled and on-demand reports.

Advocate for the customer in all fleet-related matters.

Conduct periodic client satisfaction surveys.

Collaborate with Sales to provide semi-annual executive overviews of printing technology and trends.

Implement national launch programs and conduct field training.

Complete administrative tasks accurately and on time.

Exhibit professional appearance and demeanor.

Manage hot swap inventory.

Support inventory and implementation efforts.

Perform other duties as assigned.

Provide training on RICOH equipment and features.

Manage printer procurement as required by the customer.

Qualifications

Typically requires:

4-year college degree or equivalent work experience.

Experience managing large-scale fleet implementations (preferred).

Basic knowledge of printers, MFPs, and MFDs.

Minimum 2 years of project/program management and customer service experience.

Knowledge, Skills, and Abilities

Excellent customer service and issue resolution skills.

Strong communication and presentation abilities.

Effective project management and task prioritization.

Technical knowledge of networked printers and RICOH products.

Methodical problem-solving approach.

Working Conditions, Mental and Physical Demands

Office environment with standard lighting, ventilation, and noise levels.

Internal and external contact with departments, customers, vendors, etc.

Diversified work assignments; may require developing new solutions.

Modest physical effort: walking, standing, bending, lifting up to 50 lbs.

Moderate dexterity: use of calculator, keyboard, hand tools, and coordination

Come Create at Ricoh:

If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence.

Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information-how it is collected, stored, managed, and shared-to unlock the potential in every organization. We deliver services and technologies that inspire our customers' success and guide them toward a better and more sustainable future. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.

Invest in Yourself:

At Ricoh, you can:

Choose from a broad selection of medical, dental, life, and disability insurance options.

Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.

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, and ongoing personal and professional development.

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