Administrator, Print Support

Administrator, Print Support – MS Onsite Position Profile

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. Ensures print availability and achievement of service level agreements (SLAs).

Responds to customer requests, service alerts, technical support needs, and training with a strong focus on customer service. Ensures all solutions and applications used to monitor, manage, and report on the assigned fleet are operating effectively, routinely reconciled, and that any outages are escalated appropriately.

Job Duties and Responsibilities

• Monitors all facets of the fleet program to ensure performance standards are maintained and SLAs between the customer and RICOH are achieved.
• Interfaces with RICOH, third-party, and vendor support resources to anticipate, prevent, and resolve customer-impacting issues.
• Responds to customer support requests and ensures they are resolved quickly, accurately, and professionally.
• Supports continuous fleet optimization by identifying over-utilized, under-utilized, frequently serviced, and exception devices.
• Monitors service alerts and request activity to ensure response requirements are met and parts arrive on time to support dispatched service technicians.
• Helps coordinate machine moves, removals, and installations.
• Adheres to the IMACD process by coordinating and supporting functional tasks, managing workflows, and communicating status updates in a timely manner.
• Reports asset and service contract information, as required.
• Manages manual and automatic meter reading (AMR) collection, review, validation, and submission.
• Maintains an accurate Master List of Devices (MLD) using asset management tools and databases; delivers contracted reports on schedule or upon request.
• Acts as a customer advocate in all matters related to fleet reporting and additional support needs.
• Conducts periodic client satisfaction surveys.
• Supports implementation of national launch programs and processes, including field training.
• Demonstrates a professional appearance and positive demeanor.
• Supports inventory management and implementation efforts.
• Provides training on the use of RICOH equipment and features.
• Performs other duties as assigned.

Qualifications (Education, Experience, and Certifications)

Typically requires:

• A 4-year college degree or equivalent work experience.
• Basic knowledge of printers, multifunction printers, and multifunction devices.
• Minimum of 2 years of project or program management experience with a proven record of customer service success.

Knowledge, Skills, and Abilities

• Excellent customer service skills, including consistent follow-up to ensure issue resolution.
• Strong verbal, written, and presentation communication skills.
• Strong project management skills with the ability to prioritize multiple tasks.
• Solid technical knowledge of networked printers, site-specific printing environments, and company products.
• Demonstrates a methodical and logical approach to problem resolution.

Working Conditions, Mental, and Physical Demands

• Typically works in an office environment with adequate lighting, ventilation, and normal temperature and noise levels.
• Requires frequent internal contact within the department and across the organization, as well as external interaction with customers, agencies, and vendors.
• Work assignments are varied; prior examples are used to resolve issues, though new solutions may be developed as needed.
• Modest physical effort is required, including walking, standing, bending, reaching, and lifting or carrying objects up to 50 lbs (e.g., small parts, papers, books, files).
• Requires moderate dexterity and regular use of basic tools 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 role.