Printer Fleet Support Specialist

Ricoh USA, Inc.; Mandeville (LA); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Medical, dental, life insurance

Retirement Savings Plan (401K)

Tuition assistance

Paid vacation and holidays

Job summary

Ricoh USA, Inc. is seeking a Field Representative II to provide on-site print support and daily management of assigned Ricoh devices. You will respond to technical and service requests, manage consumables, perform basic maintenance, and escalate issues when necessary.

The role focuses on delivering excellent customer service and ensuring device availability. The position involves inventory management, on-site procurement, and collaboration with teams to optimize fleet performance.

Qualifications

• High School Diploma or equivalent; IT Help Desk Support experience preferred.
• HP Certifications or related technical certifications are desirable.
• Completion of Ricoh Learning Institute courseware as directed by management.
• Strong customer service skills and ability to document issues clearly.
• Knowledge of network concepts and site-specific printers.

Responsibilities

• Meet SLA targets and ensure service levels are achieved.
• Monitor device service and supply alerts; respond to and resolve requests quickly.
• Maintain accurate asset lists and locations of managed devices.
• Assist fleet optimization by identifying over/under utilized devices.
• Escalate issues when needed and coordinate with Level 2 support.
• Adhere to IMACD processes and manage on-site inventory and supplies.
• Procure printer hardware and manage PAR levels and supplies.
• Provide user training on Ricoh equipment and features.

Skills

Customer service

Project management

Networking knowledge

Printer expertise

Verbal communications

Education

High School Diploma (or equivalent)

Tools

HP Certifications

Job description

Job Description
Field Representative II, Print Support POSITION PROFILE

Job Description
Field Representative II, Print Support POSITION PROFILE
Responsible for the daily support of assigned RICOH managed devices within customer's fleet.
Responds to customer requests for technical support and training with the focus being on customer service. Responsible for consumable (toner, labels, paper, etc.) replenishment, appropriately facilitating service & supply requests. Capable of performing basic end-user device maintenance tasks, escalating service problems as necessary. Responsibilities may include the procurement of printer hardware and the management of an on-site parts/consumables inventory.

Job Duties And Responsibilities

• 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, accurately, 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 (Periodic Automatic Replacement) 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.

Qualifications (Education, Experience and Certifications)

• 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.

KNOWLEDGE, Skills And Abilities

• Excellent customer service skills including ability to follow up to ensure closure of issues and can communicate effectively.
• Good project management skills and ability to prioritize tasks.
• Strong technical knowledge of network and site-specific printers, and company products.
• Possesses strong interpersonal and verbal communications skills.
• Possesses 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 level.
• Requires internal contact within department and with other corporate personnel, and 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 does require 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).

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
At Ricoh, you can:

• Choose from a broad selection of medical, dental, life, and disability insurance options.
• Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
• 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, and ongoing personal and professional development.