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About the Role

The Service Delivery Specialist will assist with the delivery of Ricoh Managed Document Services, focusing on maximizing uptime, utilization, optimization, and user satisfaction while minimizing costs. The role involves managing business document output devices at customer locations or remotely, ensuring Service Level Agreements are met, and collaborating with customers to improve business processes through Ricoh services. The specialist will communicate with customer IT departments and manage ongoing fleet operations.

Responsibilities

Deliver Ricoh Managed Document Services in accordance with client contract, SLA, and Statement of Work specifications through on-site presence.
Deliver agreed service levels and work closely with customer Help Desk to monitor and manage service-related issues and escalations.
Troubleshoot printer-related and non-printer related issues (e.g., driver, network, o/s) using personal visits and remote tools.
Provide first response service troubleshooting for print-related issues.
Resolve printer-related issues or escalate to appropriate Ricoh channels.
Utilize the client request system for user services, such as creating network print queues and IP addresses.
Conduct training sessions with end-users to ensure high adoption and maximize technology usage.
Provide basic training support for end-user requests.
Manage Ricoh incident tickets, including first response troubleshooting, providing updates, escalating for resolution, and updating tickets with resolution details.
Assist in the design, development, and documentation of printing support processes and procedures.
Manage fleet and services, including consumables inventory, escalation support, asset reporting, and common print room management.
Ensure Service Level Agreement compliance by maximizing uptime, utilization, and end-user satisfaction while minimizing costs.
Maintain a working knowledge of all Ricoh vertical solutions, products, and offerings (RightFax, Equitrac, Autostore).
Perform fleet optimization services/analysis and identify opportunities for technology utilization and Continuous Improvement.
Collect, analyze, and report on KPIs, providing trend analysis and recommendations for operational improvements.
Prepare monthly and quarterly reports, conduct analysis, and assist with client reviews.
Manage and execute new installs, removals, relocations, and disposals (IMAC-D).
Provide support for the Supervisor/Service Delivery Manager.
Perform other duties as assigned.

Requirements

Industry related training
Post-secondary education (undergraduate, tech degree, diploma or certificates)
Minimum 2 years’ experience in roles with similar responsibility, scope or skills
Previous service, support, technical or operational experience with customers
Requires a valid driver's license and access to reliable transportation

Skills

Excellent verbal and written communication and presentation skills
Proven ability to conduct professional business communications
Proficient in MS Office applications with demonstrated Excel skills
Visio and SharePoint experience
Understanding of network print queues, IP addresses, and DNS
Working knowledge of scanning, networking and printing technologies
Ability to work independently or as part of a team
Ability to take initiative to improve the customer experience
Ability to assess situations and act with a high level of urgency
Ability to multitask in a fast-paced operation
Ability to prioritize objectives
Effective planning, organizational and time management skills
Strong attention to detail

Location

Customer locations or remotely

Work Type

On-site presence
Remote

Experience Level

Senior
Minimum 2 years’ experience

Education Level

Post-secondary (undergraduate, tech degree, diploma or certificates)

Benefits

Medical, dental, life, and disability insurance coverage
Retirement plan with company matching contributions
Team member tuition assistance programs
Paid vacation time
Paid holidays annually
Benefits to enhance health, wellness, and personal and professional development

About the Company

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.
We are a team driven by passion and purpose, 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 teams and our commitment to excellence.