Print Support Spec II

POSITION PROFILE

Responsible for the daily support of assigned RICOH managed devices within 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 and device alerts, technical support, and training with a focus toward customer service.Ensures solutions and applications used to monitor, manage, and report on assigned fleet are operating, routinely reconciled, and any outages are escalated appropriately.

JOB DUTIES AND RESPONSIBILITIES

• Monitors all facets of the fleet program to ensure that performance standards are maintained and service level agreements (SLAs) between customer and RICOH are achieved.
• Interfaces with RICOH, third-party, and vendor support resources to anticipate and prevent customer impacting problems, as well as to remedy problems as they occur.
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• Responsible for supply management of the fleet including orders and 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 identification of over/under utilized, frequently serviced, and exception devices.
• Monitors service alert 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 IMACD process, coordinating and supporting functional tasks, managing, and communicating statuses in a timely manner.
• Able to report 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 the fleet reporting and other support as required.
• Conducts periodic client satisfaction surveys.
• Together with the Sales team, provides a semi-annual executive overview of emerging business printing technology and industry trends.
• Conducts implementation of national launch programs/processes including field training.
• Completes all required administrative tasks in an accurate and timely manner.
• Exhibits a professional appearance and positive demeanor.
• Manages hot swap inventory.
• Support inventory and implementation efforts
• Performs other duties as assigned.
• Provides training on the use of RICOH equipment and features.
• Manages printer procurement as required by the customer