Job Description

The position is also responsible for people management activities, including but not limited to hiring, coaching, performance management, development, corrective action, and termination.

Responsibilities

• Participate as part of a team delivering Ricoh Managed Document Services in accordance with client contracts, SLAs, and Statements of Work through on-site support at designated customer locations, following Ricoh delivery standards.
• Deliver agreed service levels (as defined in the customer SLA) and work closely with the customer Help Desk to monitor and manage service issues and escalations.
• Troubleshoot and resolve printer-related and non-printer-related issues (e.g., drivers, network, operating systems) through on-site visits and/or remote tools.
• Provide first-response troubleshooting for print-related issues at staffed locations.
• Resolve printer-related issues or escalate to appropriate Ricoh support channels as required.
• Collaborate with the customer’s Level I Help Desk to ensure timely issue resolution.
• Conduct training sessions for end-users to drive adoption and maximize usage of installed technology.
• Manage Ricoh incident tickets within the customer’s service ticketing system, including initial troubleshooting, status updates, escalation, and resolution documentation.
• Assist in the design, development, and documentation of printing support processes and procedures.
• Manage fleet and services, including consumables inventory, escalation support, asset reporting, and print room operations.
• Monitor and manage consumables inventory levels.
• Ensure SLA compliance by maximizing uptime, utilization, and end-user satisfaction while minimizing costs.
• Maintain working knowledge of Ricoh vertical solutions and products (e.g., RightFax, Equitrac, AutoStore).
• Provide fleet optimization analysis and recommendations for improved technology utilization and continuous improvement throughout the contract term.
• Collect, analyze, and report on KPIs, including trend analysis and recommendations for operational improvements.
• Prepare monthly and quarterly reports; conduct analysis and support client reviews as required.
• Manage and execute IMAC-D activities (installs, moves, adds, changes, and disposals).
• Coordinate and manage staff scheduling.
• Provide support to the assigned manager.
• Perform people management responsibilities, including hiring, coaching, performance management, development, corrective action, and termination.
• Perform other duties as assigned by the manager.

Qualifications

• Post-secondary education (technical degree, diploma, or certificate).
• Minimum of 3 years of experience in roles with similar responsibilities, scope, or skills.
• Industry-related training and certifications (e.g., CDIA+) may be required.
• IT industry certifications (e.g., Microsoft, Cisco, ITIL, COBIT) are considered an asset.
• Previous experience in service, support, technical, or operational roles working with customers.

Skills

• Strong verbal and written communication and presentation skills, with the ability to conduct professional business communications.
• Proficiency in Microsoft Office applications, including advanced Excel skills; experience with Visio and SharePoint is an asset.
• Working knowledge of scanning, networking, and printing technologies.
• Ability to work independently and as part of a team, with a proactive approach to improving the customer experience.
• Strong problem-solving skills with the ability to act with urgency.
• Ability to multitask in a fast-paced environment and prioritize effectively.
• Strong planning, organizational, and time management skills.
• High level of attention to detail.

Come Create at Ricoh:

If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence.

Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information—how it is collected, stored, managed, and shared—to unlock the potential in every organization. We deliver services and technologies that inspire our customers’ success and guide them toward a better and more sustainable future. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.

Invest in Yourself:

At Ricoh, you can:

• Select the medical, dental, life, and disability insurance coverage that fits your needs.
• Contribute to your financial security with Ricoh Canada’s Retirement plan, with company matching contributions.
• Augment your education with team member tuition assistance programs.
• Enjoy paid vacation time and paid holidays annually.
• Tap into many other benefits to enhance your health, wellness such and ongoing personal and professional development.