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 that ensure print availability and the achievement of service level agreements (SLAs). Responds to customer requests, service requests and device alerts, provides 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.

JOB DUTIES AND 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 to remedy problems as they occur. Responsible for supply management of the fleet, including orders and 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 that parts arrive in support of dispatched service technicians at the appropriate place and time. Helps coordinate machine moves, removals, and installations. Adheres to IMACD process, coordinating and supporting functional tasks, managing, and communicating statuses in a timely manner. Able to report 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 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. Completes all required administrative tasks in an accurate and timely manner. Exhibits a professional appearance and positive demeanor. Manages hot swap inventory. 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.

QUALIFICATIONS (Education, Experience, and Certifications)

Typically requires: 4-year college degree or equivalent work experience 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 project/program management experience and a track record of success in customer service

KNOWLEDGE, SKILLS, AND ABILITIES

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 Possesses a methodical approach to resolving problems

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 levels 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. Examples of past precedent are used to resolve work problems. New alternatives may be developed to resolve problems Modest physical effort is required. Work involves walking, standing, bending, reaching, lifting, or carrying objects that may weigh up to 50 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)

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with a job.