Field Specialist, MDS Support

The Field Specialist, MDS Support is responsible for delivery of temporary on-site services to a variety of accounts.

RESPONSIBILITIES:

�· Provide back up coverage support, which may include one or more of the following services:

�· Part of a team responsible for delivering Ricoh Managed Document Services in accordance to client contract, SLA and Statement of Work specifications through on-site presence at a named customer site, in accordance with Ricoh Managed Document Services delivery standards defined by Ricoh;

�· Deliver agreed levels of service (as defined in customer SLA) and work closely with customer Help Desk to monitor and manage all service related issues and escalations;

�· Troubleshoot and assist with all printer-related and non-printer related (e.g. driver, network, o/s) printing issues through personal visits and/or using remote tools;

�· First response service troubleshoot for print related issues for staffed locations;

�· Fix printer related issues and/or escalate to appropriate Ricoh channels;

�· Deliver levels of service (as defined in customer SLA) and work closely with customer's Level-I Help Desk;

�· Basic training support for end user requests;

�· The management of Ricoh incident tickets assigned through the customer's service ticketing system. Which could include, first response trouble shooting, providing updates, escalations to appropriate department for resolution and updating ticket with the resolution details;

�· Fleet and services management: consumables inventory monitoring and management, escalation support, common print room management;

�· Consumables monitoring and management;

�· Understanding the Service Level Agreement;

�· Ensure a working knowledge of all Ricoh vertical solution, product and (RightFax, Equitrac, Autostore) offerings, and ability to engage the appropriate resources;

�· Supporting the execution of new installs, removals, relocations and disposals (IMAC-D), in absence of the Service Delivery Specialist/Service Delivery Manager;

�· Provide support for the Service Delivery Manager;

�· Other duties as assigned by manager.

EDUCATION & EXPERIENCE:

�· Post Secondary Education (Technical Degree, Diploma or Certificate)

�· Minimum of 1 year experience in roles with similar responsibility, scope or skills, including customer service experience

�· Industry related training and recognized certifications, eg CDIA+ may be required

�· IT industry based certification is beneficial (Microsoft, Cisco, ITIL, COBIT, etc.) an asset

SKILLS:

�· Excellent verbal and written communication and presentation skills with proven ability to conduct professional business communications

�· Proficient in MS Office applications with demonstrated Excel skills. Visio and SharePoint an asset

�· Working knowledge of scanning, networking and printing technologies

�· Ability to work independently, or as part of a team and 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 and prioritize objectives

�· Effective planning, organizational and time management skills

�· Strong attention to detail