Print Support Specialist

The Administrator, Print Support is responsible for the daily support of assigned RICOH-managed devices within the customer’s fleet. This includes delivery of supplies, service coordination, and asset management to ensure print availability and compliance with Service Level Agreements (SLAs) . The role involves responding to customer requests, service alerts, and providing technical support and training with a strong focus on customer service.

The Administrator ensures that monitoring and reporting solutions for the fleet are operational, reconciled regularly, and escalates any outages promptly.

• Monitor all aspects of the fleet program to maintain performance standards and achieve SLAs.
• Interface with RICOH, third-party, and vendor support resources to prevent and resolve customer-impacting issues.
• Manage supply procurement, inventory, and distribution for the fleet.
• Respond promptly and professionally to customer support requests.
• Support continuous fleet optimization by identifying under/over-utilized or frequently serviced devices.
• Monitor service alerts and coordinate timely delivery of parts for dispatched technicians.
• Assist with machine moves, removals, and installations following IMACD processes.
• Maintain accurate asset and service contract information; report as required.
• Collect, validate, and submit meter readings (manual and automatic).
• Maintain an accurate master list of devices using asset management tools; deliver scheduled reports.
• Act as a customer advocate for fleet reporting and support.
• Conduct periodic client satisfaction surveys and provide semi-annual technology updates with Sales.
• Implement national launch programs and conduct field training.
• Complete administrative tasks accurately and on time.
• Maintain professional appearance and demeanor.
• Manage hot swap inventory and support inventory implementation efforts.
• Provide training on RICOH equipment and features.
• Manage printer procurement as required by the customer.
• Perform other duties as assigned.

• Bachelor’s degree or equivalent work experience required.
• Minimum 2 years of project/program management experience with a strong customer service track record.
• Prior experience managing large-scale fleet implementations is a plus.
• Basic knowledge of printers, multifunction printers, and multifunction devices.

• Excellent customer service skills with strong follow-up ability.
• Strong communication and presentation skills.
• Project management and task prioritization skills.
• Technical knowledge of networked printers and related products.
• Methodical approach to problem-solving.

• Office environment with normal lighting, ventilation, and noise levels.
• Internal and external contact with customers, vendors, and corporate personnel.
• Requires walking, standing, bending, and lifting up to 50 lbs .
• Moderate dexterity for keyboard use, hand tools, and eye/hand coordination.

[Company Name] is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.