Print Support Specialist

POSITION PROFILE

The Field Representative II, Print Support is responsible for the daily support of assigned Ricoh-managed devices within the customer’s fleet. This role responds to customer requests for technical support and training, with a strong focus on customer service. Responsibilities include consumable (toner, labels, paper, etc.) replenishment, facilitating service and supply requests, performing basic end-user device maintenance tasks, and escalating service issues as necessary. Additional duties may include procuring printer hardware and managing on-site parts/consumables inventory.

Job Duties and Responsibilities

• Ensure Service Level Agreements (SLAs) between the customer and Ricoh are achieved.
• Monitor daily device service and supply alerts, responding to and resolving service requests to ensure device availability meets SLAs.
• Maintain an accurate asset list and location of managed devices using available printer fleet tools and databases.
• Support continuous fleet optimization by identifying over/under-utilized, frequently serviced, and exception devices.
• Respond to customer support requests promptly, ensuring quick, accurate, and professional resolution, and escalate service issues as needed.
• Adhere to the IMACD process, coordinating and managing functional tasks, and providing timely updates on status.
• Maintain an adequate supplies inventory level for devices and their usage requirements.
• Order supplies and maintain appropriate Periodic Automatic Replacement (PAR) levels.
• Monitor and return unused or excess Ricoh-owned supplies according to PAR levels.
• Document and report all fleet meter readings.
• Provide training on the use of Ricoh equipment and its features.
• Train team members on the use of equipment, assist with device mapping, and provide troubleshooting assistance.
• Utilize support resources to minimize field service dispatches and escalate to Level 2 support when necessary.
• Proactively communicate the status of problem resolutions to customers.
• Provide end-users with remote access troubleshooting information and documentation.
• Assist with hot swap tasks to ensure a smooth user experience.
• Relocate desktop printers to new locations only with approval through the SR process.
• Manage on-site hardware inventory, printer procurement, and hot swap inventory as required.
• Support inventory and implementation efforts.
• Complete all required administrative tasks in an accurate and timely manner.
• Exhibit a professional appearance and maintain a positive demeanor.
• Perform other duties as assigned.

Qualifications (Education, Experience, and Certifications)

• High School Diploma (or equivalent); additional education preferred.
• IT Help Desk Support experience (application & hardware support).
• Technical Training & Certifications: HP Certifications.
• Completion of Ricoh Learning Institute courseware within specified timeframe as assigned/directed by management.

Knowledge, Skills, and Abilities

• Excellent customer service skills, with the ability to follow up and ensure closure of issues.
• Strong verbal and interpersonal communication skills.
• Solid project management skills, with the ability to prioritize tasks effectively.
• Strong technical knowledge of network and site-specific printers, as well as company products.
• Methodical approach to problem resolution.

Working Conditions, Mental, and Physical Demands

• Typically works in an office environment with adequate lighting, ventilation, and a normal range of temperature and noise level.
• Requires internal contact within the department and with other corporate personnel, and external contact with customers, vendors, and agencies.
• Work assignments are diversified. Previous examples may be used to resolve work problems, and new alternatives may be developed.
• Modest physical effort is required, including walking, standing, bending, reaching, lifting, or carrying objects up to 50 lbs (e.g., papers, books, files, small parts).
• Requires moderate dexterity, including regular use of basic skills (calculator, keyboard, hand tools, and eye/hand coordination).

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