WorkMyWay

Responsible for the daily support of assigned RICOH-managed devices within the customer's fleet.
Responds to customer requests for technical support and training, with a strong focus on customer service.
Handles consumable replenishment (toner, labels, paper, etc.) and facilitates service and supply requests.
Performs basic end-user device maintenance tasks and escalates service problems as needed.
May also manage printer hardware procurement and on-site parts/consumables inventory.

• Ensure service level agreements (SLAs) between customer and RICOH are achieved.
• Monitor device service and supply alerts daily; respond to and resolve service requests to maintain device availability.
• Maintain accurate asset list and device locations using printer fleet tools and databases.
• Support fleet optimization by identifying over/under-utilized or frequently serviced devices.
• Respond to customer support requests promptly and professionally; escalate issues when necessary.
• Follow the IMACD process, coordinate tasks, and communicate status updates in a timely manner.
• Maintain adequate supplies inventory based on device volume requirements.
• Order supplies and maintain appropriate PAR (Periodic Automatic Replacement) levels.
• Monitor and return unused/excess RICOH-owned supplies as needed.
• Document and report all fleet meter reads.
• Provide training on RICOH equipment and features to end users and team members.
• Aid in mapping devices and training team members on equipment use.
• Use support resources to minimize field service dispatch; escalate to Level 2 support when needed.
• Proactively communicate problem resolution status to customers.
• Provide remote access support and document troubleshooting steps.
• Assist with hot swap tasks to maintain user experience.
• Move desktop printers only with approval through the SR process.
• Manage on-site hardware inventory and printer procurement.
• Manage hot swap inventory and support inventory/implementation efforts.
• Complete all administrative tasks accurately and on time.
• Maintain a professional appearance and positive demeanor.
• Perform other duties as assigned.

• High School Diploma (or equivalent); additional education preferred.
• Experience in IT Help Desk Support (application and hardware).
• Technical training and certifications (e.g., HP Certifications).
• Completion of Ricoh Learning Institute courseware within the specified timeframe.

• Excellent customer service and follow-up skills.
• Strong communication and interpersonal skills.
• Good project management and task prioritization abilities.
• Solid technical knowledge of networked/site-specific printers and company products.
• Methodical approach to problem-solving.

• Typically works in an office environment with standard lighting, ventilation, and noise levels.
• Requires internal contact with departments and external contact with customers, vendors, etc.
• Work assignments are varied; may require developing new solutions.
• Modest physical effort required: walking, standing, bending, lifting up to 50 lbs.
• Requires moderate dexterity and regular use of basic tools (e.g., calculator, keyboard, hand tools).

Note: The above statements describe the general nature and level of work performed. They are not intended to be an exhaustive list of all responsibilities, skills, or working conditions associated with the role.