Print Support Specialist

Field Representative II, Print Support

Position Profile

Overview: Responsible for the daily support of assigned RICOH managed devices within the customer's fleet. This role focuses on customer service, technical support, and training.

Key Responsibilities:

• Respond to customer requests for technical support and training.
• Replenish consumables (toner, labels, paper, etc.) and facilitate service and supply requests.
• Perform basic end-user device maintenance tasks and escalate service problems as necessary.
• Procure printer hardware and manage on-site parts/consumables inventory.

Job Duties:

• Ensure service level agreements (SLAs) between the customer and RICOH are achieved.
• Monitor device service and supply alerts, responding to and resolving service requests to meet SLAs.
• Maintain an accurate asset list and location of managed devices using available tools and databases.
• Support continuous fleet optimization by identifying over/under-utilized, frequently serviced, and exception devices.
• Respond to customer support requests promptly and professionally, escalating issues as necessary.
• Adhere to the IMACD process, coordinating and supporting functional tasks, and managing and communicating statuses in a timely manner.
• Maintain an adequate supplies inventory level for devices and their volume requirements.
• Order supplies and maintain appropriate PAR (Periodic Automatic Replacement) levels.
• Monitor and return unused and excess RICOH-owned supplies as PAR levels dictate.
• Document and report all fleet meter reads.
• Provide training on the use of RICOH equipment and features.
• Train team members on equipment use and aid in mapping devices.
• Utilize support resources to minimize field service dispatch and escalate issues to Level 2 support as necessary.
• Proactively communicate the status of problem resolution to customers.
• Provide end users with detailed remote access knowledge and document troubleshooting information.
• Assist in hot swap tasks to ensure user experience remains intact.
• Move desktop printers to new locations only with approval through the SR process.
• Manage on-site hardware inventory.
• Manage printer procurement as required by the customer.
• Manage hot swap inventory.
• Support inventory and implementation efforts.
• Complete all required administrative tasks accurately and timely.
• Exhibit a professional appearance and positive demeanor.
• Perform other duties as assigned.

Qualifications:

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

Knowledge, Skills, and Abilities:

• Excellent customer service skills, including the ability to follow up to ensure issue closure and effective communication.
• Good project management skills and the ability to prioritize tasks.
• Strong technical knowledge of network and site-specific printers, and company products.
• Strong interpersonal and verbal communication skills.
• Methodical approach to resolving problems.

Working Conditions, Mental and Physical Demands:

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

The above statements describe the general nature and level of work being performed by individuals 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.