WorkMyWay

Responsible for the daily support of assigned RICOH-managed devices within the customer's fleet. This includes delivery of supplies, service, and asset management to ensure print availability and meet service level agreements (SLAs). Responds to customer requests, service alerts, technical support needs, and training with a strong focus on customer service.

Ensures monitoring and reporting solutions are operational, reconciled regularly, and escalates outages appropriately.

• Monitor all aspects of the fleet program to maintain performance standards and meet SLAs.
• Interface with RICOH, third-party, and vendor support to prevent and resolve customer-impacting issues.
• Manage supply orders, procurement, PAR levels, inventory, and distribution.
• Respond promptly and professionally to customer support requests.
• Support fleet optimization by identifying under/over-utilized and frequently serviced devices.
• Monitor service alerts and requests to ensure timely technician dispatch and parts delivery.
• Coordinate machine moves, removals, and installations.
• Adhere to IMACD processes, manage tasks, and communicate status updates.
• Report asset and service contract information as needed.
• Manage meter readings (manual and AMR): collection, validation, and submission.
• Maintain an accurate master list of devices using asset management tools and databases.
• Deliver scheduled and on-demand reports.
• Advocate for the customer in all fleet-related matters.
• Conduct periodic client satisfaction surveys.
• Collaborate with Sales to provide semi-annual executive overviews of printing technology and trends.
• Implement national launch programs and conduct field training.
• Complete administrative tasks accurately and on time.
• Exhibit professional appearance and demeanor.
• Manage hot swap inventory.
• Support inventory and implementation efforts.
• Perform other duties as assigned.
• Provide training on RICOH equipment and features.
• Manage printer procurement as required by the customer.

Typically requires:

• 4-year college degree or equivalent work experience.
• Experience managing large-scale fleet implementations (preferred).
• Basic knowledge of printers, MFPs, and MFDs.
• Minimum 2 years of project/program management and customer service experience.

• Excellent customer service and issue resolution skills.
• Strong communication and presentation abilities.
• Effective project management and task prioritization.
• Technical knowledge of networked printers and RICOH products.
• Methodical problem-solving approach.

• Office environment with standard lighting, ventilation, and noise levels.
• Internal and external contact with departments, customers, vendors, etc.
• Diversified work assignments; may require developing new solutions.
• Modest physical effort: walking, standing, bending, lifting up to 50 lbs.
• Moderate dexterity: use of calculator, keyboard, hand tools, and coordination