Responsible for the daily support of site specific workstation printers. Responds to customer requests for technical support and training with the focus being 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 USA are achieved. In addition, responsibilities may include the procurement of printer hardware and the management of an on-site parts/consumables inventory.
JOB DUTIES AND RESPONSIBILITIES
Daily support of workstation printers. Responds to customer support requests and ensures that they are resolved quickly, accurately, and professionally. Escalates problems to a technician as necessary
Keeps the customer up to date on the progress of problem resolution
Provides end users with detailed remote access knowledge and documents complete trouble shooting information
Provides regular account updates, to include information on fleet status and performance, to the Printer Fleet Manager or Integrated Account Manager
Manages on-site hardware & consumables inventory
Manages printer procurement as required by the customer
Manages printer hot swap inventory
Documents and reports all fleet meter reads
Maintains printer fleet tools/databases
QUALIFICATIONS (Education, Experience and Certifications)
Intermediate Microsoft Office Skills required.
High School Diploma (or equivalent) with additional education preferred
Excellent Customer Service Skills required.
Experience with General Networking and Electronic Hardware.
We are an Equal Opportunity Employer, M/F/D/V
Ricoh - 19 months ago