About the role
Supervisor I , Customer Operations
Responsibilities:
�· 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 RCL
�· Fleet optimization services/analysis and recommendations for technology utilization and Continuous Improvement throughout term of the agreement
�· Assist in the design and development of processes and procedures specific to support in the customer environment as well as creating the accompanying documentation
�· Assist in solution design and provide consultative input and analysis based on client "Best Practices" and standards (following standard operating procedures)
�· Fleet and services management: consumables, escalation support, asset reporting, Service Level Agreement compliance and standards management through device/asset reporting, data collection and validation vs. predetermined measures
�· Maintain customer satisfaction at agreed levels
�· Collect, analyze and report on KPI's as well as provide trend analysis with recommendations for operational improvements in the customer environment
�· 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
�· Consumables Inventory monitoring and management
�· Ensure a working knowledge of all Ricoh vertical solution, product and software offerings
�· Assist with quarterly account reviews as required
Education & Experience:
- Minimum 2 years experience in an administrative role
- Industry related training and recognized certifications
- Post-secondary (undergraduate, tech degree, diploma or certificates)
Skills:
- French is an asset but not required
- Access to a vehicle is preferred for occasional client site meetings
- Excellent communication skills with proven ability to conduct professional business communications
- Proficient in MS Office applications with demonstrated Excel skills
- Self directed with the ability to work independently
- Present a professional image at all times to customers and vendors
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.
About the role
Supervisor I , Customer Operations
Responsibilities:
�· 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 RCL
�· Fleet optimization services/analysis and recommendations for technology utilization and Continuous Improvement throughout term of the agreement
�· Assist in the design and development of processes and procedures specific to support in the customer environment as well as creating the accompanying documentation
�· Assist in solution design and provide consultative input and analysis based on client "Best Practices" and standards (following standard operating procedures)
�· Fleet and services management: consumables, escalation support, asset reporting, Service Level Agreement compliance and standards management through device/asset reporting, data collection and validation vs. predetermined measures
�· Maintain customer satisfaction at agreed levels
�· Collect, analyze and report on KPI's as well as provide trend analysis with recommendations for operational improvements in the customer environment
�· 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
�· Consumables Inventory monitoring and management
�· Ensure a working knowledge of all Ricoh vertical solution, product and software offerings
�· Assist with quarterly account reviews as required
Education & Experience:
- Minimum 2 years experience in an administrative role
- Industry related training and recognized certifications
- Post-secondary (undergraduate, tech degree, diploma or certificates)
Skills:
- French is an asset but not required
- Access to a vehicle is preferred for occasional client site meetings
- Excellent communication skills with proven ability to conduct professional business communications
- Proficient in MS Office applications with demonstrated Excel skills
- Self directed with the ability to work independently
- Present a professional image at all times to customers and vendors
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.