Senior Field Representative, MDS Service Delivery

Service Delivery Specialist

The Service Delivery Specialist will assist with the delivery of Ricoh Managed Document Services which includes managing business document output devices (printers, copiers, and fax machines) at customer locations or remotely with a focus to maximizing uptime, utilization, and optimization and user satisfaction while minimizing costs. After insuring achievement of Service Level Agreements, the SDS is responsible for working with the customer to improve business processes through optimization and use of other Ricoh services. The SDS must possess an understanding of the client's requirements and domain, be IT centric, enabling communication with the Customer IT Department resources and develop, implement and manage ongoing fleet operations.

Responsibilities:

• 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.
• Fix printer related issues and/or escalate to appropriate Ricoh channels
• Work within the client request system to provide user services, such as the creation of network print queues and IP addresses.
• Deliver levels of service (as defined in customer SLA) and work closely with customer's Level-I Help Desk
• Conduct training sessions with end-users where required to ensure highest level of user adoption and maximize usage of the installed technology
• 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.
• Assist in the design, development and documentation of printing support processes and procedures
• Fleet and services management: consumables inventory monitoring and management, escalation support, asset reporting, common print room management
• Service Level Agreement compliance - focusing on maximizing uptime, utilization and end-user satisfaction while minimizing costs
• Ensure a working knowledge of all Ricoh vertical solution, product and (RightFax, Equitrac, Autostore) offerings
• Fleet optimization services/analysis and identifying opportunities for technology utilization and Continuous Improvement throughout term of the agreement
• Collect, analyze and report on KPI's as well as provide trend analysis with recommendations for operational improvements in the customer environment for the specific service being supported.
• Prepare monthly and quarterly reports; conducts analysis and assists with client reviews as required.
• Ongoing management and physical execution of new installs, removals, relocations and disposals (IMAC-D)
• Provide Support for the Supervisor/Service Delivery Manager
• Perform other duties as assigned

Education & Experience:

• Industry related training
• Post-secondary (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

Skills:

• Excellent verbal and written communication and presentation skills with proven ability to conduct professional business communications. Preference would be given to candidates fluently bilingual in French and English
• Proficient in MS Office applications with demonstrated Excel skills. Visio and Sharepoint experience would be beneficial.
• An 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 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