Printer Fleet Support Specialist

Ricoh USA, Inc.; Chicago (IL); Presencial; USD 28.000 - 33.000; Jornada completa

Descripción de la vacante

Ricoh USA, Inc. in Chicago is seeking a Field Representative II, Print Support to provide daily support for Ricoh managed devices and respond to customer requests. You will manage consumables and assist with basic maintenance tasks while escalating issues as needed.

You will monitor service and supply alerts, maintain asset inventories with fleet tools, and support fleet optimization. Training end users and coordinating with Level 2 support are part of the role.

Formación

• High School Diploma (or equivalent) with additional education preferred.
• IT Help Desk Support experience (application & hardware support).
• Technical Training & Certifications: HP Certifications.
• Completion of Ricoh Learning Institute courseware within specified timeframe as assigned/directed by management.

Responsabilidades

• Works to ensure that the (SLAs) service level agreements between customer and RICOH are achieved.
• Responsible for the daily monitoring of device service and supply alerts, responding to and resolving service requests so device availability meets service level agreements.
• Maintains an accurate asset list and location of managed devices with available printer fleet tools and databases.
• Supports continuous fleet optimization efforts through identification of over/under utilized, frequently serviced, and exception devices.
• Responds to customer support requests and ensures that they are resolved quickly, accurate, and professionally. Escalates service problems as necessary.
• Adheres to IMACD process, coordinating and supporting functional tasks, managing, and communicating statuses in a timely manner.
• Maintain an adequate supplies inventory level for devices and their volume requirements.
• Responsible for supply ordering and maintaining appropriate PAR levels.
• Monitor and return unused and 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.
• Provide Team Member training on use of equipment and features and aid in mapping devices.
• Utilizes support resources to minimize field service dispatch and then escalates issues to Level 2 support, as necessary.
• Proactively communicate to the customer the status of problem resolution
• Provide the end users with detailed remote access knowledge and document complete trouble shooting information.
• Assist in hot swap tasks needed to ensure users experience stays intact.
• Responsible for moving desktop printers to a new location only with approval through the SR process.
• Manage on-site hardware inventory.
• Manages printer procurement as required by the customer.
• Manages hot swap inventory.
• Support inventory and implementation efforts
• Completes all required administrative tasks in an accurate and timely manner.
• Exhibits a professional appearance and positive demeanor.
• Performs other duties as assigned.

Conocimientos

Customer service

Project management

Printer knowledge

Communication

Educación

High School Diploma (or equivalent)

IT Help Desk Experience

Ricoh Learning Institute courses

Herramientas

HP Certifications

Ricoh Learning Institute materials

Descripción del empleo

Ricoh USA, Inc. in Chicago is seeking a Field Representative II, Print Support to provide daily support for Ricoh managed devices and respond to customer requests. You will manage consumables and assist with basic maintenance tasks while escalating issues as needed.

You will monitor service and supply alerts, maintain asset inventories with fleet tools, and support fleet optimization. Training end users and coordinating with Level 2 support are part of the role.