Print Fleet and Device Management

The Field Specialist I, Service Delivery (SDS) serves as the primary contact for managed document services at customer locations, either on-site or supported remotely by the DMCC. This role focuses on employees, customers, and meeting profit objectives for each site within the assigned territory.

The SDS manages the delivery of Ricoh Enterprise Services , which may include managing business document output devices (printers, copiers, and fax machines) at customer locations or remotely. The role emphasizes maximizing uptime, utilization, optimization, user satisfaction, and cost efficiency.

This position requires a strong understanding of client requirements and business domains, with an IT-centric approach that enables effective communication with customer IT departments. The SDS understands network environments and managed document services technologies and communicates business process opportunities to sales and professional services teams. The role also assists support team members in developing, implementing, and managing ongoing fleet operations.

• Creates a customer-focused environment
• Actively participates in customer presentations and validations
• Gathers required information for preparation and creation of pro-forma documents and proposed site plans
• Communicates and collaborates directly with customer IT departments, including senior IT leadership
• Works with departmental and executive leadership to identify key business process objectives and develop strategies to address challenges
• Monitors and manages all aspects of the Managed Print Services (MPS) strategy at customer locations or other contracted services
• Analyzes data to ensure performance standards and contracted service levels are consistently met
• Recommends solution configurations to Sales and customers
• Supports the Account Manager (Operations Team) in accounts where managed document services are provided
• Collaborates with account team members to rationalize customer device fleets
• Engages internal and external resources to deliver proactive and ongoing maintenance to meet SLAs
• Aligns Ricoh services with customer business objectives and identifies opportunities to improve business processes
• Supports implementation of MDS solutions, including:
  • Asset management software implementation
  • Equipment installation and asset tagging
  • Supply inventory par level setting
  • Asset validation
  • Process documentation
• Acts as the interface with outside contractors to manage performance issues
• Oversees just-in-time (JIT) parts and supplies procurement and onsite inventory
• Ensures ongoing compliance with service level agreements
• Provides leadership to other team members as appropriate
• Manages, coordinates, tracks, and reports machine moves, removals, and installations (IMACD processes)
• Assists with end-user training
• Tracks asset lease expirations and projected end-of-life dates
• Manages collection, review, and validation of meter readings using AMR solutions
• Completes month-end closing and other accounting functions
• Maintains contract database accuracy and distributes periodic reports
• Serves as the primary liaison for customers regarding services provided
• Coordinates with customer facilities and IT teams to ensure proper implementation and post-installation support
• Conducts customer satisfaction surveys and provides analysis and action plans
• Analyzes fleet utilization and recommends optimization strategies
• Delivers Monthly Management Reports covering SLA performance and customer-specific metrics
• Provides feedback for strategy development and continuous improvement
• Supplies metrics and trend reporting to support annual customer strategy and quarterly reviews
• Supports national launch programs and field training initiatives
• Performs other duties as assigned

• Demonstrated business acumen
• IT systems literacy, including:
  • Networks
  • Security
  • Print servers and devices
• Experience in pre- and post-sales support for outsourced or contracted services
• Strong financial awareness, including monitoring, coordination, and P&L ownership
• Experience leading teams, including matrix management
• Strong project management experience
• Asset management experience
• Basic knowledge of printers, multifunction printers, and multifunction devices
• ITIL Certification or ability to obtain Ricoh ITIL Certification
• Relevant college degree and/or equivalent experience in a related field
• Strong computer skills, including web-based platforms, networks, and Microsoft Office
• Proven customer relationship management and problem-resolution skills
• Strong communication and presentation skills at all organizational levels
• Consulting and solution design experience strongly preferred

• Strong attention to detail
• Ability to manage challenging customer situations effectively
• Excellent problem-solving skills
• Strong verbal and written communication skills
• Ability to communicate with all levels of management, vendors, employees, and customers
• Proficiency with web-based presentations and training tools
• Ability to review, interpret, and convey complex and diversified information
• Strong collaboration and interpersonal skills
• Ability to adapt to changing environments and priorities
• High flexibility, motivation, and sense of urgency
• Self-directed with strong initiative
• Ability to motivate individuals and groups
• Business process mapping experience using Visio or similar tools (required for IMAC/D and service delivery process mapping)

• Travel and off-site work at customer locations required
• Typical office environment with standard lighting, ventilation, temperature, and noise levels
• Occasional work in production facilities with moderate to high noise levels
• Work assignments are varied and may involve interpreting complex data and instructions
• Work is largely sedentary but may require walking, standing, bending, reaching, and lifting up to 50 lbs
• Moderate dexterity required, including use of calculators, keyboards, hand tools, and eye-hand coordination
• Ability to manage stress and adapt to demanding situations for extended periods

The statements above describe the general nature and level of work for this position and are not intended to be an exhaustive list of responsibilities, skills, efforts, or working conditions.