Senior Print Support Specialist

2 weeks ago

Charlottetown PE, Canada Ricoh Americas Corporation Full time

Senior Print Support Specialist (1-year contract)

This is a hybrid position, full-time, Monday-Friday, 1-year contract. 

The Senior Print Support Specialist is the primary contact for solutions and services for accounts supported by a Device Management Control Center, a territory of Managed Document Services accounts or an account that has a need of a dedicated consultant. The Senior Print Support Specialist 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 with a focus to maximizing uptime, utilization, and optimization and user satisfaction while minimizing costs. After insuring achievement of Service Level Agreements, the Senior Print Support Specialist is responsible for working with the customer to improve business processes through optimization and use of other Ricoh services. This position has high degree of customer interface.

Responsibilities:

  • Part of a team responsible for delivering Ricoh Managed Services in accordance to client contract, SLA and Statement of Work specifications through remote and on-site presence at a named customer site, in accordance with Ricoh Managed Document Services delivery standards defined by Ricoh
  • Locally support the execution of the transition project plan and post installation follow-up. Working directly with the Ricoh and customer project teams to maintain project timelines and required project documentation
  • Deliver agreed levels of service (as defined in customer SLA) and work closely with customer Help Desk to monitor and manage all service related issues and escalations;
  • Troubleshoot and assist with all printer-related and non-printer related (e.g. driver, network, o/s) printing issues through personal visits and/or using remote tools;
  • First response service troubleshoot for print related issues for staffed locations;
  • Fix printer related issues and/or escalate to appropriate Ricoh channels;
  • Deliver levels of service (as defined in customer SLA) and work closely with customer's Level-I Help Desk;
  • Conduct training sessions and end-users where required to ensure highest level of user adoption and maximize usage of the installed technology;
  • The management of Ricoh incident tickets assigned through the customer's service ticketing system. Which could include, first response trouble shooting, providing updates, escalations to appropriate department for resolution and updating ticket with the resolution details;
  • Assist in the design, development and documentation of printing support processes and procedures;
  • Fleet and services management: consumables inventory monitoring and management, escalation support, asset reporting, common print room management;
  • Consumables monitoring and management;
  • Service Level Agreement compliance, focusing on maximizing uptime, utilization and end-user satisfaction while minimizing costs;
  • Ensure a working knowledge of all Ricoh vertical solution, product and (RightFax, Equitrac, Autostore) offerings;
  • Fleet optimization services/analysis and recommendations for technology utilization and continuous improvement throughout term of the agreement;
  • Fleet and services management: consumables, escalation support, asset reporting, Service Level Agreement compliance and standards management through device/asset reporting, data collection and validation vs. predetermined measures
  • Collect, analyze and report on KPI's as well as provide trend analysis with recommendations for operational improvements in the customer environment;
  • Prepare monthly and quarterly reports; conduct analysis and assist with client reviews as required;
  • Ongoing management and physical execution of new installs, removals, relocations and disposals (IMAC-D);
  • Provide support for the assigned manager;
  • Other duties as assigned by manager 
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