Job Description

Print Support Specialist is responsible for the daily support, service, repair, and availability of RICOH-managed devices within a designated geographic area. This role emphasizes customer service while responding to service requests, device alerts, and providing technical support and training.

Technicians are capable of device setup and installation, preventative maintenance, and routine service of RICOH and third-party manufacturer devices. Supported device types include printers, multifunctional devices, and other assets under RICOH’s Service Advantage program (e.g., thermal printers, lockers, robots).

All service activities are documented using RICOH OFSC and customer-provided systems (when applicable). The technician ensures service level agreements (SLAs) between RICOH and the customer are consistently met.

Key Responsibilities:

• Monitor and respond to device service and supply alerts to maintain SLA compliance.
• Perform troubleshooting, diagnostics, installation, component replacement, device swaps, removals, and retrofits.
• Utilize remote support tools to resolve issues and minimize dispatches.
• Escalate complex issues to Level 2 or technical support resources.
• Conduct basic and advanced installations, including IP setup, driver downloads, and customer training.
• Document all service activities accurately in OFSC and other relevant systems.
• Replenish and replace consumables and supplies at assigned locations.
• Manage parts, supplies, and asset inventories accurately.
• Return unused/excess RICOH-owned supplies based on PAR levels.
• Follow IMACD processes and communicate status updates promptly.
• Demonstrate technical expertise and strong customer service skills.
• Meet productivity expectations based on workload and experience.
• Provide proactive communication to customers regarding issue resolution.
• Share fleet status and performance updates with Service Delivery Fleet Managers.
• Adhere to all RICOH and customer safety/security protocols.
• Perform meter reads/captures for accurate billing.
• Travel between customer locations within the assigned territory.
• Maintain accurate device inventory and mapping.
• Complete technical training on new equipment.
• Support equipment training, inventory, and implementation efforts.
• Complete administrative tasks accurately and on time.
• Maintain a professional appearance and positive demeanor.
• Perform other duties as assigned.

Qualifications:

Education & Experience:

• High School Diploma or equivalent (additional education preferred).
• Valid state driver’s license and minimum auto insurance coverage per company policy (extensive use of personal vehicle required).
• Coursework or experience in computers, electronics, or mechanics preferred.
• IT Help Desk Support experience (application and hardware) is a plus.

Knowledge, Skills & Abilities:

• Basic knowledge of electro-mechanical devices, electrical circuitry, and electronics.
• Strong problem-solving and troubleshooting skills.
• Excellent interpersonal and verbal communication abilities.
• Strong customer service orientation with follow-up skills.
• Ability to read and comprehend technical manuals and documentation.
• Ability to follow pre-established guidelines and use judgment in troubleshooting and servicing equipment.

Working Conditions & Physical Demands:

• Primarily works in office environments with standard lighting, ventilation, and noise levels.
• Extensive daily travel by automobile or foot (in walking territories) in various weather conditions.
• Exposure to minor physical hazards (cuts, burns), chemical solvents, and cleaners.
• May require shift work, overtime, stand-by, or on-call availability.
• Frequent internal communication with service call centers and parts departments.
• Regular external contact with customers to resolve equipment issues.
• Occasional stress due to high service call volume or dissatisfied customers.
• Physical effort required to move wheeled objects up to 400 lbs.
• Frequent stooping, bending, squatting, and kneeling.
• Carrying tool cases and equipment up to 50 lbs, often to upper floors.
• High dexterity required for using hand tools and working on small components.

Mission and Vision At Ricoh, we empower individuals to find Fulfillment Through Work by understanding and transforming how people work so we can unleash their potential and creativity to realize a sustainable future. We're empowering digital workplaces, connecting people to information fast and conveniently - and improving communication, efficiency and creativity.

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