Print and Mail Services Specialist

Ricoh Americas Corporation • Indianapolis, IN • 3h ago

Field Representative II, Print Support SCA POSITION PROFILE

Responsible for the daily support of site-specific network and workstation printers. Responds to customer requests for technical support and training with the focus being on customer service. Documents all service calls and requests using TRAC Solution and escalates serious problems to a Customer Service Technician and, as necessary, to the Integrated Account Manager. Works to ensure that the service level agreements between the customer and RICOH are achieved. In addition, responsibilities may include the procurement of printer hardware and the management of an on-site parts/consumables inventory.

Job Duties and Responsibilities

Daily support of network and workstation printers

Responds to customer support requests and ensures that they are resolved quickly, accurately, and professionally. Escalates problems to a technician as necessary

Keeps the customer up to date on the progress of problem resolution

Provides end users with detailed remote access knowledge and documents complete trouble shooting information

Provides regular account updates, to include information on fleet status and performance, to the Printer Fleet Manager or Integrated Account Manager

Responsible for on-site hardware & consumables inventory

Responsible for printer procurement as required by the customer

Responsible for printer hot swap inventory

Documents and reports all fleet meter reads

Maintains printer fleet tools/databases

Qualifications (Education, Experience and Certifications)

Typically requires:

High School Diploma (or equivalent) with additional education preferred

IT Help Desk Support experience (application & hardware support)

Technical Training & Certifications: HP Certifications

KNOWLEDGE, SKILLS, And Abilities

Excellent customer service skills

Good project management skills and ability to prioritize tasks

Strong technical knowledge of network and site-specific printers, and company products

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 level

Requires internal contact within department and with other corporate personnel, and external contact with customers, agencies, vendors, etc.

Work assignments are diversified. Examples of past precedent are used to resolve work problems. New alternatives may be developed to resolve problems

Modest physical effort is required. Work does require walking, standing, bending, reaching, lifting or carrying objects that may weigh up to 50 lbs. (e.g., papers, books, files and small parts, etc.)

Requires moderate dexterity - regular application of basic skills (calculator, keyboard, hand tools, and eye/hand coordination

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

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.

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