Specialist I, Customer Operations

Ricoh USA, Inc.; Ottawa; On-site; CAD 51,000 - 52,000; Full time

Benefits offered by this job

Health & dental insurance

Retirement plan with company match

Tuition assistance program

Paid vacation & holidays

Job summary

Ricoh Canada seeks a Supervisor I, Customer Operations to oversee on-site service delivery with a focus on client contracts and SLAs in Ottawa, ON. The role emphasizes fleet management, KPI tracking, and collaboration with the Help Desk to resolve issues promptly.

The ideal candidate has at least 2 years in an administrative role, bilingual FR/EN, and a professional, independent work style. Post-secondary education and relevant certifications are preferred.

Qualifications

• Must communicate in French and English.
• Post-secondary education or equivalent required.
• Industry-related training/certifications preferred.

Responsibilities

• Deliver Ricoh Managed Document Services on-site per SLA.
• Fleet optimization services and recommendations for tech utilization.
• Design and develop processes and documentation for customer environment.
• Assist in solution design and provide consultative input per Best Practices.
• Manage fleets, consumables, escalation support, asset reporting, and SLA compliance.
• Maintain customer satisfaction at agreed levels.
• Collect, analyze and report KPI trends with improvement recommendations.
• Deliver agreed service levels and coordinate with Help Desk.

Skills

Bilingual FR/EN

MS Office proficiency

Strong written & verbal communication

Independent/work self-directed

Professional image

Education

Post-secondary diploma/cert

Industry-related training/certifications

Tools

Excel

MS Office

Job description

Supervisor I, Customer Operations

• Responsible for delivering Ricoh Managed Document Services in accordance to client contract, SLA and Statement of Work specifications through on-site presence at a named customer site, in accordance with Ricoh Managed Document Services delivery standards defined by RCL
• Fleet optimization services/analysis and recommendations for technology utilization and Continuous Improvement throughout term of the agreement
• Assist in the design and development of processes and procedures specific to support in the customer environment as well as creating the accompanying documentation
• Assist in solution design and provide consultative input and analysis based on client "Best Practices" and standards (following standard operating procedures)
• 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
• Maintain customer satisfaction at agreed levels
• Collect, analyze and report on KPI's as well as provide trend analysis with recommendations for operational improvements in the customer environment
• 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
• Consumables Inventory monitoring and management
• Ensure a working knowledge of all Ricoh vertical solution, product and software offerings
• Assist with quarterly account reviews as required

Education & Experience

• Minimum 2 years experience in an administrative role
• Industry related training and recognized certifications
• Post-secondary (undergraduate, tech degree, diploma or certificates)

Skills

• Must be able to communicate in French and English
• Access to a vehicle is preferred for occasional client site meetings
• Excellent communication skills with proven ability to conduct professional business communications
• Proficient in MS Office applications with demonstrated Excel skills
• Self directed with the ability to work independently
• Present a professional image at all times to customers and vendors

About Us

Come Create at Ricoh:
If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence.

Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information—how it is collected, stored, managed, and shared—to unlock the potential in every organization. We deliver services and technologies that inspire our customers’ success and guide them toward a better and more sustainable future. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.

Invest In Yourself

• Select the medical, dental, life, and disability insurance coverage that fits your needs.
• Contribute to your financial security with Ricoh Canada’s Retirement plan, with company matching contributions.
• Augment your education with team member tuition assistance programs.
• Enjoy paid vacation time and paid holidays annually.
• Tap into many other benefits to enhance your health, wellness such and ongoing personal and professional development.

JOB INFO

Job Identification : 8111

Job Category : Service Delivery

Posting Date : 2026-08-14T16:48:13+00:00

Job Schedule : Full time

Locations : Ottawa, ON, Canada

Salary Range : $51,000-$52,000

Driving requirements : Personal Vehicle