Print Support Specialist

Print Support Specialist

Nashville, Tennessee, 37236

12 Months

Shift timings : 8 : 00 AM to 5 : 00 PM (Mon to Fri)

Summary :

Responsible for the daily on-site support of printer devices.

Responds to customer requests for technical support and training with the focus being on customer service.

Documents all service calls and requests into system.

Works to ensure that the service level agreements between the customer and RICOH are achieved.

In addition, responsibilities include management of an on-site parts / consumables inventory.

The manager is looking for someone with technical experience that relates to this role.

There is extensive lifting and walking. Required to lift no more than 50 lbs..

If more than 50 lbs. assistance will be provided.

Driving is required as there is a possibility that they will need to travel to multiple locations during a work day.

POSITION PROFILE :

Responsible for fleets of business document output devices (printers, copiers and fax machines) at an IMS customer location(s) with a focus to maximizing uptime, utilization and user satisfaction while minimizing costs. Manages inventory and device service, assists site team members in developing, implementing and managing ongoing site operations.

Must understand and utilize TRAC, FMAudit, Oracle and various PS tools.

JOB DUTIES AND RESPONSIBILITIES :

Monitors all facets of the fleet program to ensure that performance standards are maintained and client requirements (contracted service levels) are consistently met

Engages Ricoh and / or third party resources to anticipate and prevent problems, as well as to remedy problems as they occur

Acts as a supporting interface to outside contractors for management of performance issues

Monitors the JIT parts and supplies procurement and distribution program, as well as an onsite inventory of key parts and supply items

Monitors Call / Support Center activity to ensure service response requirements are met, and that parts arrive in support of dispatched service technicians at the appropriate place and time

Helps coordinate machine moves, machine removals and new machine installations

Helps track machine lease expiration and / or projected end of service life dates, as required

Manages the collection of periodic meter readings, including review and validation

Maintains / updates the TRAC Fleet Management databases and generates / distributes appropriate periodic reports

Acts as an advocate for the customer in all matters concerning the fleet reporting and other support as required

Conducts periodic client satisfaction surveys

Together with the Sales team, provides a semi-annual executive overview of emerging business printing technology and industry trends

Conducts implementation of national launch programs / processes including field training

Supports the Service Delivery Manager

Performs other duties as assigned

QUALIFICATIONS :

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

KNOWLEDGE, SKILLS AND ABILITIES :

WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS :

Skills : Healthcare

Print support