Print Support Specialist

Print Support Specialist

Responsible for the daily on-site support of printer devices. Responds to customer requests for technical support and training with the focus being on customer service. Documents all service calls and requests into system. Works to ensure that the service level agreements between the customer and RICOH are achieved. In addition, responsibilities include management of an on-site parts/consumables inventory. The manager is looking for someone with technical experience that relates to this role. There is extensive lifting and walking. Required to lift no more than 50 lbs. If more than 50 lbs. assistance will be provided. Driving is required as there is a possibility that they will need to travel to multiple locations during a work day.

Position Profile

Responsible for fleets of business document output devices (printers, copiers and fax machines) at an IMS customer location(s) with a focus to maximizing uptime, utilization and user satisfaction while minimizing costs. Manages inventory and device service, assists site team members in developing, implementing and managing ongoing site operations. Must understand and utilize TRAC, FMAudit, Oracle and various PS tools.

Job Duties And Responsibilities

Monitors all facets of the fleet program to ensure that performance standards are maintained and client requirements (contracted service levels) are consistently met. Engages Ricoh and/or third party resources to anticipate and prevent problems, as well as to remedy problems as they occur. Acts as a supporting interface to outside contractors for management of performance issues. Monitors the JIT parts and supplies procurement and distribution program, as well as an onsite inventory of key parts and supply items. Monitors Call/Support Center activity to ensure service response requirements are met, and that parts arrive in support of dispatched service technicians at the appropriate place and time. Helps coordinate machine moves, machine removals and new machine installations. Helps track machine lease expiration and/or projected end of service life dates, as required. Manages the collection of periodic meter readings, including review and validation. Maintains/updates the TRAC Fleet Management databases and generates/distributes appropriate periodic reports. Acts as an advocate for the customer in all matters concerning the fleet reporting and other support as required. Conducts periodic client satisfaction surveys. Together with the Sales team, provides a semi-annual executive overview of emerging business printing technology and industry trends. Conducts implementation of national launch programs/processes including field training. Supports the Service Delivery Manager. Performs 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: Client Certifications. Knowledge, Skills And Abilities: Excellent customer service skills. Good project management skills and ability to prioritize tasks. Strong technical knowledge of network and site-specific printers, and company products.

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 level. Requires internal contact within 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 does require walking, standing, bending, reaching, lifting or carrying objects that typically weigh less than 20 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.

Skills

Healthcare Print support