Job Information
Ricoh Americas Corporation Service Delivery Specialist in Mississauga, Ontario
Service Delivery Specialist
This is a hybrid position and could be located anywhere in Canada.
Shift - Monday - Friday, 11:00 pm - 7:00 am
We want you to join our customer centric team whose passion it is to Empower Digital workplaces!
At Ricoh, we aren’t satisfied with keeping pace with today’s complex work environments, we are setting the pace. We are reimagining the workplace.
Our high-performance workplace is powered by a team that thrives. We offer a friendly culture with a focus on wellbeing and work life balance. Flexible work options, a time off purchase program, great physical and mental health benefits, employee discount and recognition programs are only some of the advantages of working at Ricoh.
We are a family that promotes positive manager relationships and on-going learning & development that nurtures professional growth and career advancement.
Discover what you are capable of in an environment where your growth is supported, and your success is celebrated.
Responsibilities:
Part of a team responsible for delivering Ricoh Managed Document Services in accordance to client contract, SLA and Statement of Work specifications through remote work, in accordance with Ricoh Managed Document Services delivery standards defined by Ricoh
Troubleshoot and assist with all printer hardware related issues (user settings and non-hardware printing issues (e.g. driver, network, o/s)
Fix printer related issues and/or place service calls into Ricoh BAAN system to engage to Ricoh field services via placing of service calls into Ricoh BAAN system
Determine root cause of non-printer related issues, fix minor problems (e.g. apply patches) and escalate larger issues to appropriate customer IT or Ricoh technical group
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
Deliver levels of service (as defined in customer SLA) and work closely with customer's Level-I Help Desk and Level-III IT support to monitor and manage all printing related issues and escalations
Conduct training sessions with end-users where required to ensure highest level of user adoption and maximize usage of the installed technology
Ensure a working knowledge of all Ricoh vertical solution, product and (RightFax, Equitrac, Autostore) offerings
Management of incoming print incident tickets in Customer's service ticketing system (Remedy)
Bi-weekly calibration of production print devices and administration of EFI Fiery Command Workstation print-job management interface
Ongoing management and physical execution of new installs, removals, relocations and disposals
Administration of @remote (Ricoh's remote monitoring software) servers
Provide Support for the Service Delivery Manager
Perform other duties as assigned
Qualifications:
Industry related training and recognized certifications (tech or sales related, eg. CDIA+)
Post-secondary (undergraduate, tech degree, diploma or certificates)
An IT Industry based certification is beneficial (Microsoft, ITIL, A+, PDI+ etc.)
Minimum 2 years experience in roles with similar responsibility, scope or skills
Previous service, support, technical or operational experience with customers
Knowledge & Skills:
Excellent knowledge of copying, printing, scanning, and faxing technologies
Excellent printer, multi-function printer, multi-function device, and fax knowledge and troubleshooting skills - Ricoh-specific knowledge is preferred but not required (training would be provided).
Excellent communication skills with proven ability to conduct professional business communications, both verbal and written -- ability to build rapport with end-users
Proficient in MS Office applications with demonstrated Excel skills - Adobe Creative Suites knowledge a plus
Knowledge of multiple Microsoft operating systems
General networking knowledge
Ability to provide error free work within tight deadlines with strong time management skills
Core Performance Competencies: Excellent troubleshooting and analytical problem solving skills, client/customer awareness, good team player, good planning and organizational skills, strong personal work ethic, great integrity, ability to maintain confidentiality of information
Self directed with the ability to work in a customer environment with minimal supervision
Ability to work occasional overtime on weekends and weekday evenings
French/English Bilingual an asset
Prior experience managing large-scale fleet implementations a plus
Ricoh is an information management and digital services company connecting technology, processes, and people in progressive business around the world. Ricoh is a recognized leader in document workflow, process automation, digital transformation, and security. Every day our 90,000+ global employees work with big and small companies' optimizing their end-to-end business solutions.