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General Information

Client
Ricoh
Job Category
Customer Service - Copy/Print
City
Tacoma
State
Washington
Work Style
Onsite

Job Description & Requirements

The Fleet Support Specialist is responsible for the daily support of Ricoh-managed devices within a customer’s fleet. This role involves responding to customer requests for technical support and training, managing supply replenishment, performing basic end-user device maintenance, and escalating service issues when necessary. Additional responsibilities include procurement of printer hardware and management of on-site parts/consumables inventory.

Primary Responsibilities

  • Ensure that Service Level Agreements (SLAs) between the customer and Ricoh are achieved.
  • 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 usage requirements.
  • Order and maintain Periodic Automatic Replacement (PAR) levels for supplies.
  • Monitor and return unused and excess Ricoh-owned supplies as necessary.
  • 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 continuous 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

  • IT Help Desk Support experience (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.

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.