Printer Fleet Administrator

About the role

Responsible for the daily support of assigned RICOH managed devices within the customer's fleet, including the delivery of supply, service, and asset management services that ensure print availability and the achievement of service level agreements (SLAs). Responds to customer requests, service requests, device alerts, technical support, and training with a focus on customer service. Ensures solutions and applications used to monitor, manage, and report on the assigned fleet are operating, routinely reconciled, and any outages are escalated appropriately.

Responsibilities

• Monitors all facets of the fleet program to ensure performance standards are maintained and SLAs between customer and RICOH are achieved.
• Interfaces with RICOH, third-party, and vendor support resources to anticipate and prevent customer-impacting problems, as well as remedy problems as they occur.
• Manages supply chain for the fleet, including orders, procurement, PAR (Periodic Automatic Replacement) levels, inventory, and distribution.
• Responds to customer support requests and ensures they are resolved quickly, accurately, and professionally.
• Supports continuous fleet optimization efforts through identification of over/under-utilized, frequently serviced, and exception devices.
• Monitors service alert and request activity to ensure service response requirements are met and parts arrive in support of dispatched service technicians.
• Coordinates machine moves, removals, and installations.
• Adheres to IMACD process, coordinating and supporting functional tasks, managing, and communicating statuses in a timely manner.
• Reports asset and service contract information as required.
• Manages the manual and automatic (AMR) collection, review, validation, and submission of meter readings.
• Maintains an accurate master list of devices (MLD) using appropriate asset management tools and databases and delivers contracted reports as scheduled or upon request.
• Acts as an advocate for the customer in all matters concerning fleet reporting and other support as required.
• Conducts periodic client satisfaction surveys.
• Provides a semi-annual executive overview of emerging business printing technology and industry trends with the Sales team.
• Conducts implementation of national launch programs/processes, including field training.
• Completes all required administrative tasks accurately and timely.
• Exhibits a professional appearance and positive demeanor.
• Manages hot swap inventory and supports inventory and implementation efforts.
• Performs other duties as assigned.
• Provides training on the use of RICOH equipment and features.
• Manages printer procurement as required by the customer.
• Responsible for cost management of the print fleet, including tracking expenses related to supplies, maintenance, and energy consumption.
• Implements cost-saving strategies such as routing large jobs to economical printers and setting default duplex and black-and-white printing options.
• Monitors and analyzes fleet usage through print management software to identify inefficiencies and potential waste.
• Routes print jobs to the most cost-effective devices to optimize resource utilization.
• Handles help desk tickets, troubleshoots device and print-related errors, and coordinates repairs to minimize downtime.
• Manages maintenance schedules and supply inventory, often remotely.
• Ensures print security and compliance through management of access controls, password administration, and integration of devices into security platforms.
• Oversees secure decommissioning of devices to prevent data breaches and maintain regulatory compliance.
• Develops, implements, and maintains company-wide printing policies and procedures.
• Provides employee training on efficient and secure use of the print environment, including updates to knowledge articles and educational initiatives supporting cloud-based printing processes.
• Provides regular reporting and analysis of fleet performance, costs, utilization, and security metrics.
• Leverages data to identify opportunities for process improvements and technology enhancements.
• Provides on-site support and oversight of the print fleet within the Juno Beach office five days per week.
• Partners closely with Reggie to ensure operational effectiveness and timely resolution of fleet-related issues.
• Supports storm preparedness and emergency response activities by managing the Emergency Fleet and making critical decisions regarding printer staging, housing, and deployment during storm events.
• Provides on-site support at the FPLCC (Juno Beach) as required.

Qualifications

• 4-year college degree or equivalent work experience required.
• Prior experience managing large-scale fleet implementations is a plus.
• Basic knowledge of Printers, Multi-Function Printers, and Multi-Function Devices.
• Minimum of 2 years of project/program management experience and a track record of success in customer service.

Skills

• Excellent customer service skills, including the ability to follow up to ensure closure of issues.
• 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.
• Methodical approach to resolving problems.

Working Conditions

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

Benefits

• Broad selection of medical, dental, life, and disability insurance options.
• Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
• Team member tuition assistance programs.
• Paid vacation time and paid holidays annually.
• Other benefits to enhance health, wellness, and ongoing personal and professional development.

Location: Juno Beach, FL, United States
Schedule: Full time