WorkMyWay

Responsible for the daily support, service, repair, and availability of RICOH managed devices within a specified geographic area. This role involves responding to customer requests, service requests, and device alerts, providing technical support and training, and ensuring the devices are functional and properly maintained. Serviceable devices include printers, multi-functional devices, and other assets supported by RICOH's Service Advantage program (such as thermal print, lockers, robots, etc.).

Primary Responsibilities:

• Ensure service level agreements (SLAs) are met between customers and RICOH.
• Respond to customer support requests, resolving them promptly and professionally.
• Maintain an accurate asset list and location of managed devices.
• Replenish consumables and supplies for devices at assigned locations.
• Monitor device service and supply alerts to ensure device availability aligns with SLAs.
• Provide training on the use of RICOH equipment and features.
• Perform troubleshooting, diagnostics, installations, component replacements, and retrofits on assigned equipment.
• Document service calls and requests through RICOH OFSC and customer systems.
• Escalate unresolved issues to Level 2 support when necessary.
• Manage on-site hardware inventory, ensuring adequate supply levels and supporting printer procurement.
• Assist in inventory and fleet optimization efforts.

Required Experience:

• IT Help Desk Support experience (application & hardware support) preferred.
• Strong technical knowledge of network and site-specific printers, and company products.
• Experience with troubleshooting and device repairs, including working with small electronic and mechanical components.
• Previous technical training or certifications in relevant areas (HP certifications preferred).

Required Education:

• High School Diploma (or equivalent), with additional education preferred.
• Completion of Ricoh Learning Institute Courseware as directed by management.

Working Conditions:

• Typically works in an office environment with adequate lighting, ventilation, and a normal range of temperature and noise.
• Requires internal contact within the department and with other corporate personnel, and external contact with customers, agencies, vendors, etc.
• Work involves walking, standing, bending, reaching, lifting, or carrying objects up to 50 lbs.
• Requires dexterity for the use of hand tools such as screwdrivers, pliers, and wrenches, and attention to fine-motor skills when working with small electronic components.

About the Company:
Come Create at Ricoh:
Ricoh is a global leader in integrated solutions, connecting people and technology, and creating outstanding customer experiences. We are a team of innovators and customer-obsessed collaborators, committed to delivering services, solutions, and technologies that empower businesses. Ricoh aims to help organizations work smarter, fostering sustainability, and guiding them toward a better future. If you are passionate about contributing to a high-performance team and driving excellence, Ricoh offers the perfect environment to grow