Website Ricoh Canada
*Print Support Manager*_This role is primarily remote with the possibility of becoming hybrid. Occasional travel to Victoria, BC may be required.__Open to accepting applications from lower mainland BC._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.The Print Support Manager is responsible for providing management, leadership and direction on the day-to-day operations and staff of a single site or multiple sites. The Print Support Manager develops, implements and reviews related procedures and interacts with customers, assists in maintaining acceptable profit levels and ensures that customer expectations are met. This position has a high degree of customer interface.The position is also responsible for People Management activities, including but not limited to hiring, coaching, performance management, development, corrective action and termination.*Responsibilities: Part of a team responsible for delivering Ricoh Managed Document Services in accordance to client contract, SLA and Statement of Work specifications primarily through remote work and occasional on-site presence at a named customer site or Ricoh location, in accordance with Ricoh Managed Document Services delivery standards defined by Ricoh.* Deliver agreed levels of service (as defined in customer SLA) and work closely with customer Help Desk to monitor and manage all service-related issues and escalations;* Troubleshoot and assist with all printer-related and non-printer related (e.g. driver, network, o/s) printing issues through personal visits and/or using remote tools;* First response service troubleshoot for print related issues for staffed locations;* Fix printer related issues and/or escalate to appropriate Ricoh channels;* Deliver levels of service (as defined in customer SLA) and work closely with customer’s Level-I Help Desk;* Conduct training sessions with end-users where required to ensure highest level of user adoption and maximize usage of the installed technology;* The management of Ricoh incident tickets assigned through the customer’s service ticketing system. Which could include, first response trouble shooting, providing updates, escalations to appropriate department for resolution and updating ticket with the resolution details;* 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;* Consumables monitoring and management;* Service Level Agreement compliance – focusing on maximizing uptime, utilization and end-user satisfaction while minimizing costs;* Ensure a working knowledge of all Ricoh vertical solution, product and (RightFax, Equitrac, Autostore) offerings;* Fleet optimization services/analysis and recommendations for technology utilization and continuous improvement throughout term of the agreement;* Collect, analyze and report on KPI’s as well as provide trend analysis with recommendations for operational improvements in the customer environment;* Prepare monthly and quarterly reports; conducts analysis and assists with client reviews as required;* Ongoing management and physical execution of new installs, removals, relocations and disposals (IMAC-D);* Staff scheduling;* Provide support for the assigned manager;* People Management activities, including but not limited to: hiring, coaching, performance management, development, corrective action and termination;* Other duties as assigned by manager.*Qualifications*:* Post Secondary Education (Technical Degree, Diploma or Certificate)* Minimum of 3 years experience in roles with similar responsibility, scope or skills* Industry related training and recognized certifications, ex. CDIA+ may be required* IT industry based certification (Microsoft, Cisco, ITIL, Power BI and COBIT, etc.) an asset* Previous service, support, technical or operational experience with customers*Skills: Excellent verbal and written communication and presentation skills with proven ability to conduct professional business communications* Proficient in MS Office applications with demonstrated Excel skills.
Visio and SharePoint an asset* Working knowledge of scanning, networking and printing technologies* Ability to work independently, or as part of a team and take initiative to improve the customer experience* Ability to assess situations and act with a high level of urgency* Ability to multitask in a fast paced operation and prioritize objectives* Effective planning, organizational and time management skills* Strong attention to detailRicoh 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.Compensation: $65,000.00-$70,000.00 (including short term incentive bonuses)#IND2Job Type: Full-timeSalary: $65,000.00-$70,000.00 per yearBenefits:* Dental care* Employee assistance program* Extended health care* Life insurance* Paid time off* Tuition reimbursement* Vision care* Wellness programSchedule:* 8 hour shift* Day shift* Monday to FridayExperience:* Printer support: 1 year (preferred)* Management: 1 year (preferred)Work Location: In person
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