Print and Mail Services Specialist

Field Representative II, Print Support SCA

Responsible for the daily support of site‑specific network and workstation printers. Responds to customer requests for technical support and training with the focus on customer service. Documents all service calls and requests using TRAC Solution and escalates serious problems to a Customer Service Technician and, as necessary, to the Integrated Account Manager. Works to ensure that the service level agreements between the customer and RICOH are achieved.

In addition, responsibilities may include the procurement of printer hardware and the management of an on‑site parts/consumables inventory.

• Daily support of network and workstation printers
• Respond to customer support requests and ensure they are resolved quickly, accurately, and professionally. Escalate problems to a technician as necessary
• Keep the customer up to date on the progress of problem resolution
• Provide end users with detailed remote access knowledge and documents complete troubleshooting information
• Provide regular account updates, including information on fleet status and performance, to the Printer Fleet Manager or Integrated Account Manager
• Responsible for on‑site hardware & consumables inventory
• Responsible for printer procurement as required by the customer
• Responsible for printer hot swap inventory
• Document and report all fleet meter reads
• Maintain printer fleet tools/databases

• High School Diploma (or equivalent) with additional education preferred
• IT Help Desk Support experience (application & hardware support)
• Technical Training &
  
  Certifications:
  
  HP Certifications

• Excellent customer service skills
• Good project management skills and ability to prioritize tasks
• Strong technical knowledge of network and site‑specific printers, and company products

• Typically works in an office environment with adequate lighting and ventilation, and a normal range of temperature and noise level
• Requires internal contact within department and with other corporate personnel, and external contact with customers, agencies, vendors, etc.
• Work assignments are diversified. Examples of past precedent are used to resolve work problems. New alternatives may be developed to resolve problems
• Modest physical effort is required. Work does require walking, standing, bending, reaching, lifting or carrying objects that may weigh up to 50 lbs. (e.g., papers, books, files and small parts, etc.)
• Requires moderate dexterity – regular application of basic skills (calculator, keyboard, hand tools, and eye/hand coordination)