Fleet Operations Supervisor

Field Specialist I, Service Delivery

Position Profile: The Field Specialist I, Service Delivery (SDS) is the primary contact for managed document services at a customer location, either on-site or supported off-site by the DMCC. The focus is on employees, customers, and meeting profit objectives for each site within their territory. The SDS manages the delivery of Ricoh Enterprise Services for customers, which may include managing business document output devices (printers, copiers, and fax machines) at customer locations or remotely. The goal is to maximize uptime, utilization, optimization, and user satisfaction while minimizing costs. The SDS works with customers to improve business processes through optimization and the use of other Ricoh services. The SDS must possess an in-depth understanding of the client's requirements and domain, be IT-centric, and enable communication with the Customer IT Department resources. They understand networks and utilize managed document services technology, communicate account business process opportunities to the supporting sales and professional service teams, and assist other support team members in developing, implementing, and managing ongoing fleet operations.

Job Duties And Responsibilities

• Create a customer-focused environment.
• Stay actively involved with customer presentations and validation.
• Gather necessary information for preparations and creation of the pro-forma and the proposed sites.
• Communicate and work directly with the Customer's IT department, including senior IT leaders.
• Work with departmental and executive leadership to identify key business process objectives and help build strategies to address issues.
• Monitor and manage all facets of the Managed Print Services (MPS) strategy at customer locations or other contracted services.
• Analyze data to ensure performance standards are maintained and customer requirements (contracted service levels) are consistently met.
• Recommend solution configurations to Sales and Customers.
• Support the Account Manager (Operations Team) in accounts where managed document services are provided by assisting in the management and reporting of business document input/output devices.
• Work independently or collaborate with account team members to rationalize the Customer fleet.
• Engage internal and external resources to provide proactive and ongoing maintenance to ensure Service Level Agreements are met.
• Work with the customer's team to align Ricoh services with the customer's business objectives, including identifying services and technology to improve business processes and help meet customer goals.
• Support other team members with the implementation of the MDS solution, including 3rd party asset management software implementation, equipment installation, asset tagging, setting supply inventory par levels, asset validation, and process creation/documentation.
• Interface with outside contractors for management of performance issues.
• Oversee and monitor the just-in-time (JIT) parts and supplies procurement and distribution program, as well as an onsite inventory of key parts and supply items.
• Monitor and manage activity to ensure service level agreements are met.
• Provide leadership as appropriate to other positions involved in delivering services provided by Ricoh.
• Manage, coordinate, track, and report machine moves, removals, and new installations as part of the customer IMACD process.
• Assist with end-user training.
• Track asset lease expiration and/or projected end-of-service life dates as required.
• Manage the collection of periodic meter readings, including review and validation, utilizing the AMR (Automated Meter Reading) solution.
• Complete month-end closing and other necessary accounting functions.
• Maintain contract database accuracy in various databases and generate/distribute appropriate periodic reports.
• Act as a liaison for the customer in all matters concerning the services provided.
• Engage with the customer's facilities team, IT group, etc., to ensure proper implementation and post-installation support.
• Conduct periodic customer satisfaction surveys, including Key Contact and End User surveys, and provide summary, analysis, and action plans for all survey results.
• Analyze services and fleet utilization to ensure each capability matches its actual use requirements. Recommend ongoing optimization through proper deployment, replacement, user training, etc.
• Report progress and performance to the customer and Ricoh via a Monthly Management Report on Service Level Agreement performance and any customer-specific reporting requirements.
• Provide ongoing feedback for further strategy development, enhancement, correction, and deployment.
• Provide metrics and trend reporting to the Sales Team in support of the Annual Customer Strategy and Quarterly Review process.
• Conduct implementation of national launch programs/processes, including field training.
• Perform other duties as assigned.
  
  

Qualifications (Education, Experience, And Certifications)

• Demonstrated Business Acumen.
• Systems and IT literate, understanding networks, security, print servers, and print devices.
• Experience in pre and post-sales for outsourced or contracted services.
• Strong financial awareness, monitoring, coordination, and P&L ownership.
• Experience leading teams, including matrix management.
• Strong project management experience.
• Asset management experience.
• Basic knowledge of Printer, Multi-Function Printer, and Multi-Function Device.
• ITIL Certification or the ability to obtain Ricoh ITIL certification.
• Relevant college degree and/or equivalent experience in a related field.
• Strong computer skills, including knowledge of web-based software platforms, networks, and MS Office Suite.
• Demonstrated strong customer relationship skills, problem resolution, and improved efficiencies and productivity.
• Strong communication and presentation skills at all levels.
• Experience in consulting and solution design is strongly desired.
  
  

Knowledge, Skills, And Abilities

• Detail-oriented.
• Ability to effectively handle challenging customer situations.
• Problem-solving skills.
• Excellent verbal and written communication skills in positive and negative circumstances.
• Ability to effectively communicate with all levels of management, outside vendors, employees, and customers.
• Proficiency in web-based presentation and training.
• Ability to review and understand general instructions; prepare and provide diversified information.
• Ability to establish effective communication with co-workers and customers by encouraging open and honest communication, receiving and giving feedback.
• Ability to work in a team environment by maintaining positive, productive relationships with co-workers, management, sales, and production departments.
• Ability to adapt to changing situations.
• High degrees of flexibility, high motivation, and a strong sense of urgency.
• Self-directed and shows a high degree of initiative.
• Ability to motivate individuals and groups.
• Ability to do Business Process Mapping and use Visio or other business process mapping tools for IMAC/D process flow mapping and service delivery process mapping from the start and when these need to be changed to align with the customer's business changes.
  
  

Working Conditions, Mental And Physical Demands

• Travel and work off-site in customer locations. Typically, an office environment with adequate lighting and ventilation, and a normal range of temperature and noise level.
• Occasional work at a production facility, adapting to moderate to high noise levels.
• Work assignments are diversified. Interpret, comprehend, and apply complex material, data, and instructions; prepare, provide, and convey diversified information.
• Some physical effort required. Work is mostly sedentary but does require walking, standing, bending, reaching, lifting, or carrying objects that could weigh up to 50 lbs. (e.g., papers, books, files, and small parts, etc.).
• Moderate dexterity, regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination).
• Deal with stress levels by adapting to and coping with stressful situations for extended periods of time.
  
  

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job.