Print Support Specialist

4 weeks ago

Racine, Wisconsin, United States Ricoh Americas Corporation Full time

Job Summary:

Ricoh Americas Corporation is seeking a highly skilled and customer-focused Print Support Specialist to join our team. As a Print Support Specialist, you will be responsible for providing daily support to assigned RICOH managed devices within customer fleets. Your primary goal will be to ensure that customer service level agreements (SLAs) are met, and customer requests for technical support and training are resolved quickly and professionally.

Key Responsibilities:

  • Monitor and respond to device service and supply alerts to ensure device availability meets service level agreements.
  • Maintain accurate asset lists and locations of managed devices using printer fleet tools and databases.
  • Support continuous fleet optimization efforts by identifying over/under utilized, frequently serviced, and exception devices.
  • Respond to customer support requests and ensure they are resolved quickly, accurately, and professionally.
  • Adhere to the IMACD process, coordinating and supporting functional tasks, managing, and communicating statuses in a timely manner.
  • Maintain adequate supplies inventory levels for devices and their volume requirements.
  • Responsible for supply ordering and maintaining appropriate PAR (Periodic Automatic Replacement) levels.
  • Monitor and return unused and excess RICOH owned supplies as PAR levels dictate.
  • Document and report all fleet meter reads.
  • Provide training on the use of RICOH equipment and features.
  • Provide Team Member training on the use of equipment and features and aid in mapping devices.
  • Utilize support resources to minimize field service dispatch and then escalate issues to Level 2 support, as necessary.
  • Proactively communicate to the customer the status of problem resolution.
  • Provide the end users with detailed remote access knowledge and document complete trouble shooting information.
  • Assist in hot swap tasks needed to ensure users experience stays intact.
  • Responsible for moving desktop printers to a new location only with approval through the SR process.
  • Manage on-site hardware inventory.
  • Manage printer procurement as required by the customer.
  • Manage hot swap inventory.
  • Support inventory and implementation efforts.
  • Complete all required administrative tasks in an accurate and timely manner.
  • Exhibit a professional appearance and positive demeanor.
  • Perform other duties as assigned.

Qualifications:

  • High School Diploma (or equivalent) with additional education preferred.
  • IT Help Desk Support experience (application & hardware support).
  • Technical Training & Certifications: HP Certifications.
  • Completion of Ricoh Learning Institute courseware within specified timeframe as assigned/directed by management.

Knowledge, Skills, and Abilities:

  • Excellent customer service skills, including the ability to follow up to ensure closure of issues and communicate effectively.
  • Good project management skills and ability to prioritize tasks.
  • Strong technical knowledge of network and site-specific printers, and company products.
  • Strong interpersonal and verbal communications skills.
  • Methodical approach to resolving problems.

Working Conditions, Mental and Physical Demands:

  • Typically works in an office environment with adequate lighting and ventilation, and a normal range of temperature and noise level.
  • Requires internal contact within department and with other corporate personnel, and external contact with customers, agencies, vendors, etc.
  • Work assignments are diversified. Examples of past precedent are used to resolve work problems. New alternatives may be developed to resolve problems.
  • Modest physical effort is required. Work does require walking, standing, bending, reaching, lifting or carrying objects that may weigh up to 50 lbs.
  • Requires moderate dexterity.
  • Regular application of basic skills (calculator, keyboard, hand tools, and eye/hand coordination).


The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.

They are not intended to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with a job.


Ricoh Americas Corporation is an equal opportunity employer and welcomes applications from diverse candidates.

We are committed to creating a workplace that is inclusive and respectful of all employees.


At Ricoh Americas Corporation, we are passionate about delivering exceptional customer experiences and empowering our employees to succeed.

We believe in the importance of diversity, equity, and inclusion in the workplace and are committed to creating a culture that values and respects all employees.


We offer a comprehensive benefits package, including medical, dental, and vision insurance, as well as a 401(k) plan and paid time off.

We also offer opportunities for professional development and growth, as well as a collaborative and supportive work environment.


Join us in our mission to deliver exceptional customer experiences and empower our employees to succeed.

We look forward to hearing from you

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