About the role
The Service Delivery Manager I (SDM I) is responsible for managing a single-person site. This role develops, implements, and reviews procedures, interfaces extensively with customers, and ensures all contracted service levels are met. The position requires a high degree of customer interaction.
Responsibilities
- Deliver Ricoh Managed Services in accordance with client contracts, SLAs, and Statements of Work through on-site support at a designated customer location, following Ricoh Managed Document Services standards.
- Ensure agreed service levels are met (as defined in the customer SLA) by working closely with the customer Help Desk to monitor, manage, and escalate service-related issues.
- Provide first-response troubleshooting for print-related issues at staffed locations.
- Troubleshoot and resolve printer and non-printer-related issues (e.g., drivers, networks, operating systems) through on-site visits and/or remote tools.
- Repair printer-related issues and escalate to appropriate Ricoh support channels when required.
- Manage Ricoh incident tickets through the customer’s service ticketing system, including troubleshooting, providing updates, coordinating escalations, and documenting resolutions.
- Conduct end-user training sessions as required to maximize user adoption and effective use of installed technology.
- Assist in the design, development, and documentation of print support processes and procedures.
- Manage fleet and services, including consumables inventory monitoring, asset reporting, escalation support, and common print room management.
- Ensure SLA compliance with a focus on maximizing uptime, utilization, and end-user satisfaction while minimizing costs.
- Maintain working knowledge of Ricoh products and vertical solutions, including RightFax, Equitrac, and AutoStore.
- Provide fleet optimization analysis and recommendations to support continuous improvement and optimal technology utilization.
- Collect, analyze, and report on KPIs, including trend analysis and recommendations for operational improvements.
- Prepare monthly and quarterly reports and participate in client reviews as required.
- Manage and execute installs, moves, adds, changes, and disposals (IMAC-D).
- Provide ongoing support to the assigned manager.
- Perform other duties as assigned.
Education & Experience
- Post-secondary education (Technical Degree, Diploma, or Certificate).
- Minimum of 2 years’ experience in roles with similar scope, responsibilities, or skill requirements.
- Previous customer-facing service, support, technical, or operational experience.
Skills
- Excellent verbal and written communication and presentation skills with the ability to conduct professional business communications.
- Proficient in MS Office applications, with demonstrated Excel skills; Visio and SharePoint are assets.
- Working knowledge of scanning, networking, and printing technologies.
- Ability to work independently or collaboratively and take initiative to enhance the customer experience.
- Strong problem-assessment skills with a high sense of urgency.
- Ability to multitask in a fast-paced environment and prioritize effectively.
- Strong planning, organizational, and time management skills.
- High attention to detail.
Not the right fit? Search for Specialist I, MDS jobs in Toronto, ON
About Ricoh
For more than 50 years, the PFU group of companies ("PFU") has been developing technologies to accelerate digital transformation for organizations around the world—including our state-of-the-art fi Series and ScanSnap document scanners.
PFU Limited was founded in 1960, and our joint-venture roots weave back to 1973 when we joined PANAFACOM, a consortium of companies including Fujitsu and Panasonic that developed the first minicomputers. Years later, in 1987, USAC Denshi and PANAFACOM merged to establish PFU Limited (PANAFACOM, USAC). In 1983, PFU Limited launched its first document scanner.
PFU has been committed to manufacturing and supporting digital transformation-focused products for our customers and partners for decades. From introducing the first flatbed scanner to building the best-selling fi-7160, our innovative spirit and solution-forward technologies have helped us achieve and maintain our top spot as a leader in document scanners.
In 2022, we joined the Ricoh Group of companies and changed our name from Fujitsu Document Scanners to Ricoh Document Scanners. Besides the change in branding, our customers and partners can expect the same level of excellence, quality, and reliability. The R&D, manufacturing, sales, marketing, and services that our customers and partners know and trust will stay exactly the same.
We are dedicated to bringing best-in-class consumer and enterprise document scanners to organizations everywhere, helping them move forward in a more connected, sustainable world.
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About the role
The Service Delivery Manager I (SDM I) is responsible for managing a single-person site. This role develops, implements, and reviews procedures, interfaces extensively with customers, and ensures all contracted service levels are met. The position requires a high degree of customer interaction.
Responsibilities
- Deliver Ricoh Managed Services in accordance with client contracts, SLAs, and Statements of Work through on-site support at a designated customer location, following Ricoh Managed Document Services standards.
- Ensure agreed service levels are met (as defined in the customer SLA) by working closely with the customer Help Desk to monitor, manage, and escalate service-related issues.
- Provide first-response troubleshooting for print-related issues at staffed locations.
- Troubleshoot and resolve printer and non-printer-related issues (e.g., drivers, networks, operating systems) through on-site visits and/or remote tools.
- Repair printer-related issues and escalate to appropriate Ricoh support channels when required.
- Manage Ricoh incident tickets through the customer’s service ticketing system, including troubleshooting, providing updates, coordinating escalations, and documenting resolutions.
- Conduct end-user training sessions as required to maximize user adoption and effective use of installed technology.
- Assist in the design, development, and documentation of print support processes and procedures.
- Manage fleet and services, including consumables inventory monitoring, asset reporting, escalation support, and common print room management.
- Ensure SLA compliance with a focus on maximizing uptime, utilization, and end-user satisfaction while minimizing costs.
- Maintain working knowledge of Ricoh products and vertical solutions, including RightFax, Equitrac, and AutoStore.
- Provide fleet optimization analysis and recommendations to support continuous improvement and optimal technology utilization.
- Collect, analyze, and report on KPIs, including trend analysis and recommendations for operational improvements.
- Prepare monthly and quarterly reports and participate in client reviews as required.
- Manage and execute installs, moves, adds, changes, and disposals (IMAC-D).
- Provide ongoing support to the assigned manager.
- Perform other duties as assigned.
Education & Experience
- Post-secondary education (Technical Degree, Diploma, or Certificate).
- Minimum of 2 years’ experience in roles with similar scope, responsibilities, or skill requirements.
- Previous customer-facing service, support, technical, or operational experience.
Skills
- Excellent verbal and written communication and presentation skills with the ability to conduct professional business communications.
- Proficient in MS Office applications, with demonstrated Excel skills; Visio and SharePoint are assets.
- Working knowledge of scanning, networking, and printing technologies.
- Ability to work independently or collaboratively and take initiative to enhance the customer experience.
- Strong problem-assessment skills with a high sense of urgency.
- Ability to multitask in a fast-paced environment and prioritize effectively.
- Strong planning, organizational, and time management skills.
- High attention to detail.
Not the right fit? Search for Specialist I, MDS jobs in Toronto, ON
About Ricoh
For more than 50 years, the PFU group of companies ("PFU") has been developing technologies to accelerate digital transformation for organizations around the world—including our state-of-the-art fi Series and ScanSnap document scanners.
PFU Limited was founded in 1960, and our joint-venture roots weave back to 1973 when we joined PANAFACOM, a consortium of companies including Fujitsu and Panasonic that developed the first minicomputers. Years later, in 1987, USAC Denshi and PANAFACOM merged to establish PFU Limited (PANAFACOM, USAC). In 1983, PFU Limited launched its first document scanner.
PFU has been committed to manufacturing and supporting digital transformation-focused products for our customers and partners for decades. From introducing the first flatbed scanner to building the best-selling fi-7160, our innovative spirit and solution-forward technologies have helped us achieve and maintain our top spot as a leader in document scanners.
In 2022, we joined the Ricoh Group of companies and changed our name from Fujitsu Document Scanners to Ricoh Document Scanners. Besides the change in branding, our customers and partners can expect the same level of excellence, quality, and reliability. The R&D, manufacturing, sales, marketing, and services that our customers and partners know and trust will stay exactly the same.
We are dedicated to bringing best-in-class consumer and enterprise document scanners to organizations everywhere, helping them move forward in a more connected, sustainable world.