Managed Office Services Field Support Representative - Full-time / Part-time

POSITION PROFILE

Under the direction of the Enterprise Support Manager (ESM) or Area Operations Manager (AOM) this key position supports daily operations, implementations, expansions, promotions and administration of Enterprise/Area Accounts within an assigned territory. The Field Support Representative (FSR) is responsible for a broad knowledge of Ricoh operational services and complete knowledge of account service delivery requirements. Ricoh's operational services may include, but are not limited to:

• Mail Room Operations
• Copy/Print Center Operations
• Office Hospitality and Reception Support
• Print Fleet Support

Delivers operational excellence as a fill-in for onsite personnel absences, training and vacations throughout assigned territory locations. Assists with the development of Site Procedure Guides and ensures compliance with all aspects of RICOH Service Excellence.

JOB DUTIES AND RESPONSIBILITIES

• An integral member of the service team by supporting the daily operations of one or more MS locations for all contracted service.
• Assists with new MS site implementation.
• Utilizes TRAC for tracking onsite services
• Understand site requirements and performing associated duties
• Knowledgeable of all area services within assigned accounts
• Performs daily visual inspection of site services and Ricoh and customer compliancy to safety.
• Routinely spend time overseeing the service delivery quality and answering the questions of on-site staff
• Optimizes services and personnel resources in a wider area beyond the site level in order to meet deadlines.
• Fills in for absences or vacations of the onsite resources, may include site supervisor.
• Coordinates all aspects of services, which entails traveling to and from various accounts.
• Answer questions for the other staff during completion of in-house and off-site services.
• Creates and maintains a customer-focused environment.
• Is responsible for customer satisfaction by engaging end-user feedback.
• Is responsible for raising customer issue to ESM/AOM, Supports the resolution to completion.
• Validate Site Procedures guide documentation, escalating gaps to SM/ESM/AOM
• Routinely identifies and documents process improvement suggestions and communicates them to management.
• Assists in the training of new and existing employees. Focus daily time to overseeing employee work and answering questions.
• Ensures field compliance with RICOH Service Excellence performance requirements.
• Proactively manage service requests for hardware and software solutions in the service center.
• Arrange for service calls and follow through on escalations
• Effectively escalate technical issues as defined in site procedures guide
• May order operational supplies for support of contracted services per procedures guide
• Collects data for the completion of the Monthly Management Report as directed
• Proficient in implementation, documentation of site procedures, and sufficient quantity to support operations now and in the future
• Other duties as assigned

QUALIFICATIONS (Education, Experience, and Certifications)

• Requires high school diploma plus 12 months of related work experience. Post High School education encouraged and preferred
• Requires valid, violation-free driver's license along with reliable transportation and minimum levels of auto insurance coverage per RICOH policy.
• Requires intermediate skill level on most common software applications including file folder management and navigating to network production folders.

Ricoh is an EEO/Affirmative Action Employer -- Minorities/Women/Protected Veterans/Disabled.