WorkMyWay

The Print Support Administrator is responsible for the daily support of assigned RICOH managed devices within the customer's fleet. This includes supply delivery, service, and asset management services to ensure print availability and meet service level agreements (SLAs). The role also involves responding to customer service requests, providing technical support and training, and coordinating asset management. This position requires strong customer service skills and the ability to handle both administrative tasks and technical aspects of fleet management.

Primary Responsibilities:

• Monitor all aspects of the fleet program to ensure performance standards and SLAs are met.
• Interface with RICOH, third-party, and vendor support to prevent and resolve customer-impacting problems.
• Manage fleet supply orders, inventory, and distribution, ensuring appropriate stock levels.
• Respond to customer support requests, resolving issues in a timely and professional manner.
• Support fleet optimization by identifying over/under-utilized and frequently serviced devices.
• Monitor service alert and request activities, ensuring service response and parts availability.
• Coordinate machine moves, removals, and installations.
• Adhere to the IMACD process, ensuring tasks are managed and communicated timely.
• Report asset and service contract information as needed.
• Manage manual and automatic collection, review, validation, and submission of meter readings.
• Maintain an accurate master list of devices and deliver contracted reports.
• Advocate for the customer in all fleet reporting and support matters.
• Conduct client satisfaction surveys.
• Provide semi-annual business printing technology and industry trends overview with the Sales team.
• Implement national launch programs and field training.
• Complete administrative tasks accurately and promptly.
• Maintain a professional appearance and positive demeanor.
• Manage hot swap inventory and support inventory and implementation efforts.
• Provide training on RICOH equipment and features.
• Manage printer procurement as required by the customer.
• Perform other assigned duties.

Required Experience:

• Minimum of 2 years in project/program management with a successful track record in customer service.
• Experience managing large-scale fleet implementations is a plus.
• Basic knowledge of printers, multi-function printers, and multi-function devices.

Required Education:

• Typically requires a 4-year college degree or equivalent work experience.

Working Conditions:

• The position generally operates in an office environment with adequate lighting, ventilation, and temperature control.
• Moderate physical effort may be required, including walking, standing, bending, reaching, lifting, or carrying objects up to 50 lbs.
• Work requires moderate dexterity and regular use of basic skills (e.g., calculator, keyboard, hand tools).
• The role involves internal communication within the department and with other corporate personnel, as well as external communication with customers, vendors, and agencies.

Location of this Position:

• Norwich, CT, United States

About the Company:

Come create at Ricoh:

If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver services, solutions, and technologies that empower business success. Ricoh is an integrated solutions provider and partner that connects people and technology, creating outstanding customer experiences and driving innovation worldwide. We empower digital workplaces, enabling individuals to work smarter from any location, unlocking the potential in every organization. Join us to help shape a better, more sustainable future