Print Support Specialist

Position Profile
The Administrator, Print Support is responsible for the daily support of assigned RICOH-managed devices within the customer's fleet. This includes delivery of supplies, service coordination, and asset management to ensure print availability and compliance with Service Level Agreements (SLAs). The role involves responding to customer requests, service alerts, and providing technical support and training with a strong focus on customer service.

The Administrator ensures that monitoring and reporting solutions for the fleet are operational, reconciled regularly, and escalates any outages promptly.
Key Responsibilities

• Monitor all aspects of the fleet program to maintain performance standards and achieve SLAs.
• Interface with RICOH, third-party, and vendor support resources to prevent and resolve customer-impacting issues.
• Manage supply procurement, inventory, and distribution for the fleet.
• Respond promptly and professionally to customer support requests.
• Support continuous fleet optimization by identifying under/over-utilized or frequently serviced devices.
• Monitor service alerts and coordinate timely delivery of parts for dispatched technicians.
• Assist with machine moves, removals, and installations following IMACD processes.
• Maintain accurate asset and service contract information; report as required.
• Collect, validate, and submit meter readings (manual and automatic).
• Maintain an accurate master list of devices using asset management tools; deliver scheduled reports.
• Act as a customer advocate for fleet reporting and support.
• Conduct periodic client satisfaction surveys and provide semi-annual technology updates with Sales.
• Implement national launch programs and conduct field training.
• Complete administrative tasks accurately and on time.
• Maintain professional appearance and demeanor.
• Manage hot swap inventory and support inventory implementation efforts.
• Provide training on RICOH equipment and features.
• Manage printer procurement as required by the customer.
• Perform other duties as assigned.

Qualifications

• Bachelor's degree or equivalent work experience required.
• Minimum 2 years of project/program management experience with a strong customer service track record.
• Prior experience managing large-scale fleet implementations is a plus.
• Basic knowledge of printers, multifunction printers, and multifunction devices.

Knowledge, Skills, and Abilities

• Excellent customer service skills with strong follow-up ability.
• Strong communication and presentation skills.
• Project management and task prioritization skills.
• Technical knowledge of networked printers and related products.
• Methodical approach to problem-solving.

Working Conditions & Physical Demands

• Office environment with normal lighting, ventilation, and noise levels.
• Internal and external contact with customers, vendors, and corporate personnel.
• Requires walking, standing, bending, and lifting up to 50 lbs.
• Moderate dexterity for keyboard use, hand tools, and eye/hand coordination.

EEO Statement
[Company Name] is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.