Print Support Administrator

About the role

The Administrator, Print Support MS position is responsible for the daily support of assigned RICOH managed devices within the customer’s fleet. This includes delivering supply, service, and asset management services to ensure print availability and meet service level agreements (SLAs).

Responsibilities

• Maintains performance standards and SLAs between customer and RICOH.
• Interfaces with RICOH, third-party, and vendor support resources to anticipate and prevent customer impacting problems and to remedy them as needed.
• Manages supply management, including orders and procurement, PAR levels, inventory, and distribution.
• Responds to customer support requests and ensures they are resolved promptly, accurately, and professionally.
• Supports fleet optimization efforts by identifying over/under utilized, frequently serviced, and exception devices.
• Maintains service alert and request activity to ensure service response requirements are met and parts are delivered on time.
• Coordinates machine moves, removals, and installations.
• Manages manual and automatic (AMR) collection, review, validation, and submission of meter readings.
• Maintains an accurate master list of devices (MLD) and delivers contracted reports as required.
• Acts as an advocate for the customer in fleet reporting and other support matters.
• Conducts periodic client satisfaction surveys.
• Provides training on the use of RICOH equipment and features.
• Manages printer procurement as required by the customer.

Qualifications

• 4-year college degree or equivalent work experience required.
• Prior experience managing large-scale fleet implementations is a plus.
• Minimum of 2 years project/program management experience and a track record of success in customer service.
• Basic Printer, Multi-Function Printer and Multi-Function Device knowledge.
• Strong customer service skills, including the ability to follow up to ensure issue closure.
• Strong communication and presentation skills.
• Strong project management skills and ability to prioritize tasks.
• Strong technical knowledge of network and site-specific printers, and company products.
• A methodical approach to resolving problems.