Print Support Specialist II

Field Representative II, Print Support

Responsible for the daily support of assigned RICOH managed devices within a customer's fleet. Responds to customer requests for technical support and training with a strong focus on customer service. Responsible for consumable (toner, labels, paper, etc.) replenishment and for appropriately facilitating service and supply requests. Capable of performing basic end-user device maintenance tasks and escalating service problems as necessary. Responsibilities may also include printer hardware procurement and management of on-site parts and consumables inventory.

Job Duties and Responsibilities

• Works to ensure that Service Level Agreements (SLAs) between the customer and RICOH are achieved.
• Responsible for daily monitoring of device service and supply alerts, responding to and resolving service requests to ensure device availability meets SLAs.
• Maintains an accurate asset list and device location using printer fleet tools and databases.
• Supports continuous fleet optimization efforts through identification of overutilized, underutilized, frequently serviced, and exception devices.
• Responds to customer support requests and ensures issues are resolved quickly, accurately, and professionally; escalates service problems as needed.
• Adheres to IMACD processes, coordinating and supporting functional tasks while managing and communicating status updates in a timely manner.
• Maintains adequate supply inventory levels based on device volume requirements.
• Responsible for supply ordering and maintaining appropriate PAR (Periodic Automatic Replacement) levels.
• Monitors and returns unused or excess RICOH-owned supplies as PAR levels dictate.
• Documents and reports all fleet meter reads.
• Provides training on the use of RICOH equipment and features.
• Provides team member training on equipment usage and assists with device mapping.
• Uses support resources to minimize field service dispatches and escalates issues to Level 2 support as necessary.
• Proactively communicates the status of problem resolution to customers.
• Provides end users with detailed remote access knowledge and documents complete troubleshooting information.
• Assists with hot swap tasks to ensure uninterrupted user experience.
• Responsible for moving desktop printers to new locations only with approval through the SR process.
• Manages on-site hardware inventory.
• Manages printer procurement as required by the customer.
• Manages hot swap inventory.
• Supports inventory and implementation efforts.
• Completes all required administrative tasks accurately and on time.
• Exhibits a professional appearance and positive demeanor.
• Performs other duties as assigned.

Qualifications (Education, Experience, and Certifications)

• High School Diploma or equivalent (additional education preferred)
• IT Help Desk support experience (application and hardware support)
• Technical training and certifications, such as HP Certifications
• Completion of Ricoh Learning Institute courseware within a specified timeframe as assigned by management

Knowledge, Skills, and Abilities

• Excellent customer service skills, including follow-up to ensure issue resolution and effective communication
• Strong project management skills and ability to prioritize tasks
• Strong technical knowledge of networked and site-specific printers and company products
• Strong interpersonal and verbal communication skills
• Methodical approach to problem resolution

Working Conditions, Mental, and Physical Demands

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

Disclaimer

The above statements are intended to describe the general nature and level of work 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 position.