IT and Print Support

Responsible for the daily support of assigned RICOH-managed devices within the customer's fleet. This includes delivering supply, service, and asset management services to ensure print availability and meet service level agreements (SLAs). The role involves responding to customer requests, service alerts, technical support, and training, with a strong focus on customer service.

Ensures that monitoring and reporting solutions for the fleet are operational, reconciled regularly, and any outages are escalated appropriately.

• 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, inventory, PAR levels, 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.
• Follow IMACD processes and communicate task statuses effectively.
• 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 contracted reports as scheduled or upon request.
• Advocate for the customer in fleet reporting and support 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.
• Maintain a professional appearance and positive demeanor.
• Manage hot swap inventory and support inventory/implementation efforts.
• Perform other duties as assigned.
• Provide training on RICOH equipment and features.
• Manage printer procurement as required by the customer.

Education, Experience, and Certifications:

• Bachelor’s degree or equivalent work experience required.
• Experience managing large-scale fleet implementations is a plus.
• Basic knowledge of printers, MFPs, and MFDs.
• Minimum 2 years of project/program management experience.
• Proven success in customer service roles.

• Excellent customer service and issue resolution skills.
• Strong communication and presentation abilities.
• Effective project management and task prioritization.
• Technical knowledge of network/site-specific printers and RICOH products.
• Methodical problem-solving approach.

• Office environment with standard lighting, ventilation, and noise levels.
• Internal contact with departments and external contact with customers, vendors, etc.
• Diverse work assignments requiring precedent-based and innovative problem-solving.
• Modest physical effort: walking, standing, bending, lifting up to 50 lbs.
• Moderate dexterity: use of calculator, keyboard, hand tools, and eye/hand coordination.

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