Administrator, Print Support MS Onsite

The Administrator, Print Support is responsible for the daily support of assigned Ricoh‑managed devices within the customer’s fleet. Responsibilities include supply delivery, service coordination, asset management, and ensuring print availability in alignment with service level agreements (SLAs). This role responds to customer requests, service alerts, provides technical support and training, and maintains a strong focus on customer service.

The Administrator also ensures that all solutions and applications used to monitor, manage, and report on the assigned fleet are operating correctly, regularly reconciled, and escalated appropriately if outages occur.

• Monitor all facets of the fleet program to ensure performance standards and service level agreements (SLAs) are achieved.
• Interface with Ricoh, third‑party, and vendor support resources to prevent and resolve customer‑impacting issues.
• Manage supply ordering and procurement, including PAR (Periodic Automatic Replacement) levels, inventory, and distribution.
• Respond to customer support requests and ensure issues are resolved quickly, accurately, and professionally.
• Support continuous fleet optimization by identifying over/under‑utilized devices, frequently serviced units, and exceptions.
• Monitor service alerts and request activity to ensure timely service response and correct parts delivery to technicians.
• Assist with coordinating machine moves, removals, and installations.
• Adhere to IMACD processes, including coordination of tasks, status management, and timely communication.
• Report asset and service contract information as required.
• Manage manual and automatic (AMR) meter reading collection, review, validation, and submission.
• Maintain an accurate master list of devices (MLD) using appropriate asset management tools and databases; deliver scheduled or requested reports.
• Act as customer advocate for all matters related to fleet reporting and related support.
• Conduct periodic client satisfaction surveys.
• Collaborate with the Sales team to provide semi‑annual executive overviews on emerging print technology and industry trends.
• Implement national launch programs/processes, including field training.
• Complete all administrative tasks accurately and in a timely manner.
• Maintain a professional appearance and positive demeanor.
• Manage hot‑swap inventory.
• Support inventory management and implementation efforts.
• Provide training on Ricoh equipment and features.
• Manage printer procurement as required by the customer.
• Perform other duties as assigned.

Typically requires:

• Bachelor’s degree or equivalent work experience.
• Prior experience managing large‑scale fleet implementations is a plus.
• Basic knowledge of printers, multifunction printers (MFPs), and multifunction devices (MFDs).
• Minimum of 2 years of project/program management experience with a demonstrated track record in customer service.

• Excellent customer service skills, including thorough follow‑up and issue closure.
• Strong communication and presentation skills.
• Strong project management and task‑prioritization abilities.
• Solid technical knowledge of network and site‑specific printers, along with company products.
• Methodical and structured approach to problem‑solving.

• Typically works in an office environment with adequate lighting, ventilation, and standard temperature and noise levels.
• Requires internal communication with department and corporate personnel, and external interaction with customers, agencies, and vendors.
• Work assignments are varied; past precedent is used to resolve issues, and new methods may be developed as needed.
• Moderate physical effort required, including walking, standing, bending, reaching, and lifting objects up to 50 lbs.
• Requires moderate dexterity, including regular use of calculators, keyboards, hand tools, and eye/hand coordination.

Note: The above statements describe the general nature and level of work performed and are not intended to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the role.