Administrator, Print Support MS Onsite en Ricoh Americas Holdings

Responsible for the daily support of assigned RICOH-managed devices within the customer's fleet, including the delivery of supply, 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, and training with a strong focus on customer service.

Ensures solutions and applications used to monitor, manage, and report on the assigned fleet are operational, routinely reconciled, and any outages are escalated appropriately.

• Monitor all facets of the fleet program to ensure performance standards are maintained and SLAs between customer and RICOH are achieved.
• Interface with RICOH, third-party, and vendor support resources to anticipate, prevent, and resolve customer-impacting issues.
• Manage supply orders, procurement, PAR (Periodic Automatic Replacement) levels, inventory, and distribution.
• Respond to customer support requests promptly, accurately, and professionally.
• Support continuous fleet optimization by identifying over/under-utilized, frequently serviced, and exception devices.
• Monitor service alerts and requests to ensure timely service response and parts delivery.
• Coordinate machine moves, removals, and installations.
• Adhere to IMACD processes, coordinating and supporting functional tasks while managing and communicating statuses.
• Report asset and service contract information as required.
• Manage manual and automatic (AMR) meter reading collection, review, validation, and submission.
• Maintain an accurate master list of devices (MLD) using asset management tools and databases; deliver contracted reports as scheduled or upon request.
• Act as a customer advocate for fleet reporting and other support needs.
• Conduct periodic client satisfaction surveys.
• Collaborate with Sales to provide semi-annual executive overviews of emerging business printing technology and industry trends.
• Implement national launch programs/processes, including field training.
• Complete all required administrative tasks accurately and on time.
• Exhibit a professional appearance and positive demeanor.
• Manage hot swap inventory.
• Support inventory and implementation efforts.
• Provide training on the use of RICOH equipment and features.
• Manage printer procurement as required by the customer.
• Perform other duties as assigned.

Typically requires:

• 4-year college degree or equivalent work experience.
• Prior experience managing large-scale fleet implementations (a plus).
• Basic knowledge of Printers, Multi-Function Printers, and Multi-Function Devices.
• Minimum of 2 years of project/program management experience with a proven track record in customer service.

• Excellent customer service skills, including follow-up to ensure issue resolution.
• Strong communication and presentation skills.
• Strong project management skills and ability to prioritize tasks.
• Solid technical knowledge of network and site-specific printers, and company products.
• Methodical approach to problem-solving.

• Typically works in an office environment with adequate lighting, ventilation, and a normal range of temperature and noise.
• Requires internal contact within departments and external contact with customers, agencies, vendors, etc.
• Work assignments are diversified; past precedents are used to resolve problems, and new alternatives may be developed.
• Modest physical effort required: walking, standing, bending, reaching, lifting or carrying objects up to 50 lbs.
• Requires moderate dexterity: regular use of basic tools (calculator, keyboard, hand tools) and eye/hand coordination.

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

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