WorkMyWay

The Fleet Support Specialist is responsible for the daily support of assigned Ricoh managed devices within a customer’s fleet. This role includes responding to technical support requests, managing supply replenishment, performing basic maintenance, and escalating service problems as needed. Additionally, the position involves procurement of printer hardware and managing on-site parts/consumables inventory.

Primary Responsibilities

• Ensure that Service Level Agreements (SLAs) between the customer and Ricoh are met.
• Monitor device service and supply alerts, responding to and resolving service requests efficiently.
• Maintain accurate asset lists and device locations using printer fleet management tools.
• Support fleet optimization efforts, identifying under/over-utilized and frequently serviced devices.
• Respond to customer support requests, ensuring timely and professional resolution of issues.
• Adhere to IMACD (Install, Move, Add, Change, Delete) processes, coordinating and supporting tasks while managing status updates.
• Maintain an adequate supplies inventory for devices based on their volume requirements.
• Order and maintain Periodic Automatic Replacement (PAR) levels for supplies.
• Monitor and return unused and excess Ricoh-owned supplies as needed.
• Document and report all fleet meter readings.
• Provide end-user training on Ricoh equipment and features.
• Train team members on equipment usage and assist with device mapping.
• Minimize field service dispatch through proactive troubleshooting, escalating issues to Level 2 support when necessary.
• Communicate problem resolution status updates to customers proactively.
• Provide detailed remote access support and document troubleshooting steps.
• Assist in hot swap tasks to maintain user experience.
• Move desktop printers to new locations only with approval through the service request process.
• Manage on-site hardware inventory and printer procurement as required.
• Maintain and track hot swap inventory for efficient device replacement.
• Support inventory and implementation efforts for print fleet management.
• Complete all administrative tasks in a timely and accurate manner.
• Maintain a professional appearance and positive demeanor.
• Perform other duties as assigned.

Required Experience

• Experience in IT Help Desk Support (application & hardware support).
• Previous experience supporting networked printers and office equipment.

Required Education

• High School Diploma (or equivalent) required.
• Additional technical training or education preferred.

Technical Certifications

• HP Certifications preferred.
• Completion of Ricoh Learning Institute courseware within the designated timeframe.

Skills & Abilities

• Excellent customer service and ability to follow up to ensure issue resolution.
• Strong project management and task prioritization skills.
• In-depth technical knowledge of network and site-specific printers.
• Strong interpersonal and verbal communication skills.
• Methodical problem-solving approach.

Work Environment

• Office setting with adequate lighting, ventilation, and temperature control.
• Requires internal contact with other corporate personnel and external interactions with customers, agencies, and vendors.
• Work assignments are diversified, requiring a mix of past precedent and problem-solving skills.
• Physical effort required, including walking, standing, bending, reaching, and lifting objects up to 50 lbs.
• Requires moderate dexterity—regular use of a calculator, keyboard, hand tools, and coordination.

Salary Range

$24.00-$26.00

About the Company

Ricoh is a global leader in technology solutions, workplace innovation, digital transformation, and business optimization. Ricoh enables businesses to operate more efficiently through cutting-edge information management solutions.

Employee Benefits Include:

• Medical, dental, life, and disability insurance options.
• 401K, HSA, and FSA investment plans.
• Tuition assistance programs.
• Paid vacation and holidays.
• Comprehensive wellness and professional development opportunities.

Join Ricoh and be part of a team committed to innovation, operational excellence, and customer satisfaction.