Printer Support Specialist
POSITION PROFILEResponsible for fleets of business document output devices (printers, copiers and fax machines) at an IMS customer location(s) with a focus to maximizing uptime, utilization and user satisfaction while minimizing costs.
Manages inventory and device service, assists site team members in developing, implementing and managing ongoing site operations.
Must understand and utilize TRAC, FMAudit, Oracle and various PS tools.
JOB DUTIES AND RESPONSIBILITIESMonitors all facets of the fleet program to ensure that performance standards are maintained and client requirements (contracted service levels) are consistently metEngages Ricoh and/or third party resources to anticipate and prevent problems, as well as to remedy problems as they occurActs as a supporting interface to outside contractors for management of performance issuesMonitors the JIT parts and supplies procurement and distribution program, as well as an onsite inventory of key parts and supply itemsMonitors Call/Support Center activity to ensure service response requirements are met, and that parts arrive in support of dispatched service technicians at the appropriate place and timeHelps coordinate machine moves, machine removals and new machine installationsHelps track machine lease expiration and/or projected end of service life dates, as requiredManages the collection of periodic meter readings, including review and validationMaintains/updates the TRAC Fleet Management databases and generates/distributes appropriate periodic reportsActs as an advocate for the customer in all matters concerning the fleet reporting and other support as requiredConducts periodic client satisfaction surveysTogether with the Sales team, provides a semi-annual executive overview of emerging business printing technology and industry trendsConducts implementation of national launch programs/processes including field trainingSupports the Service Delivery ManagerPerforms other duties as assignedQUALIFICATIONS (Education, Experience, and Certifications)Typically requires:
4-year college degree or equivalent work experience requiredPrior experience managing large-scale fleet implementations a plusRequires basic Printer, Multi-Function Printer and Multi-Function Device knowledgeMinimum of 2 years project/program management experience and a track record of success in customer serviceRicoh is an EEO/Affirmative Action Employer -- Minorities/Women/Protected Veterans/Disabled.
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Estimated Salary: $20 to $28 per hour based on qualifications.
Manages inventory and device service, assists site team members in developing, implementing and managing ongoing site operations.
Must understand and utilize TRAC, FMAudit, Oracle and various PS tools.
JOB DUTIES AND RESPONSIBILITIESMonitors all facets of the fleet program to ensure that performance standards are maintained and client requirements (contracted service levels) are consistently metEngages Ricoh and/or third party resources to anticipate and prevent problems, as well as to remedy problems as they occurActs as a supporting interface to outside contractors for management of performance issuesMonitors the JIT parts and supplies procurement and distribution program, as well as an onsite inventory of key parts and supply itemsMonitors Call/Support Center activity to ensure service response requirements are met, and that parts arrive in support of dispatched service technicians at the appropriate place and timeHelps coordinate machine moves, machine removals and new machine installationsHelps track machine lease expiration and/or projected end of service life dates, as requiredManages the collection of periodic meter readings, including review and validationMaintains/updates the TRAC Fleet Management databases and generates/distributes appropriate periodic reportsActs as an advocate for the customer in all matters concerning the fleet reporting and other support as requiredConducts periodic client satisfaction surveysTogether with the Sales team, provides a semi-annual executive overview of emerging business printing technology and industry trendsConducts implementation of national launch programs/processes including field trainingSupports the Service Delivery ManagerPerforms other duties as assignedQUALIFICATIONS (Education, Experience, and Certifications)Typically requires:
4-year college degree or equivalent work experience requiredPrior experience managing large-scale fleet implementations a plusRequires basic Printer, Multi-Function Printer and Multi-Function Device knowledgeMinimum of 2 years project/program management experience and a track record of success in customer serviceRicoh is an EEO/Affirmative Action Employer -- Minorities/Women/Protected Veterans/Disabled.
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Estimated Salary: $20 to $28 per hour based on qualifications.
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