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.