Administrator, Print Support MS Onsite

Administrator, Print Support MS Onsite POSITION PROFILE

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

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

- Monitors all facets of the fleet program to ensure performance standards are maintained and service level agreements (SLAs) between the customer and RICOH are achieved.

- Interfaces with RICOH, third-party, and vendor support resources to anticipate and prevent customer-impacting problems, as well as remedy problems as they occur.

- Responsible for fleet supply management, including ordering, procurement, PAR (Periodic Automatic Replacement) levels, inventory, and distribution.

- Responds to customer support requests and ensures they are resolved quickly, accurately, and professionally.

- Supports continuous fleet optimization efforts through the identification of overutilized, underutilized, frequently serviced, and exception devices.

- Monitors service alerts and request activity to ensure service response requirements are met and that parts arrive in support of dispatched service technicians at the appropriate place and time.

- Helps coordinate machine moves, removals, and installations.

- Adheres to the IMACD process by coordinating and supporting functional tasks, managing activities, and communicating status updates in a timely manner.

- Reports asset and service contract information as required.

- Manages the manual and automatic (AMR) collection, review, validation, and submission of meter readings.

- Maintains an accurate Master List of Devices (MLD) using appropriate asset management tools and databases and delivers contracted reports as scheduled or upon request.

- Acts as an advocate for the customer in all matters concerning fleet reporting and support.

- Conducts periodic client satisfaction surveys.

- Partners with the Sales team to provide semi-annual executive overviews of emerging business printing technologies and industry trends.

- Supports the implementation of national launch programs and processes, including field training.

- Completes all required administrative tasks accurately and on time.

- Maintains a professional appearance and positive demeanor.

- Manages hot-swap inventory.

- Supports inventory and implementation efforts.

- Provides training on the use of RICOH equipment and features.

- Manages printer procurement as required by the customer.

- Performs other duties as assigned.

QUALIFICATIONS (Education, Experience, and Certifications)

Typically requires:

- Bachelor's degree or equivalent work experience required.

- Previous experience managing large-scale fleet implementations preferred.

- Basic knowledge of printers, multifunction printers (MFPs), and multifunction devices (MFDs).

- Minimum of two (2) years of project/program management experience with a demonstrated track record of customer service success.

KNOWLEDGE, SKILLS, AND ABILITIES

- Excellent customer service skills, including the ability to follow up and ensure issue resolution.

- Strong communication and presentation skills.

- Strong project management skills with the ability to prioritize tasks effectively.

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

- Demonstrated methodical approach to problem-solving.

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 interaction within the department, with other corporate personnel, and with external customers, agencies, vendors, and partners.

- Work assignments are diversified. Established precedents may be used to resolve work problems, while new alternatives may be developed as needed.

- Moderate physical effort is required. Duties may include walking, standing, bending, reaching, lifting, or carrying objects weighing up to 50 pounds (e.g., paper, books, files, and small parts).

- Requires moderate dexterity and regular application of basic skills, including calculator use, keyboarding, hand tools, and eye-hand coordination.

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

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.