Senior Field Representative, Area Customer Service

Ricoh

3d • Onsite

About The Position

The Field Support Representative is responsible for supporting the daily operations of one or more Managed Services locations including any or all of the following: copy production and finish work, operation of a mail centre, maintaining billing logs and reports. The Field Support Rep may also assist with the delivery of Ricoh Managed Document Services which includes managing business document output devices (printers, copiers, and fax machines) at customer locations or remotely with a focus to maximizing uptime, utilization, and optimization and user satisfaction while minimizing costs. The position supports the region's Managed Services during implementation, fills in for absences and vacations throughout the Ricoh Management Services locations. Responsible for supporting operational objectives at all existing customer sites within a geographic territory. Must be able to report to and work at various Managed Services client locations within the Calgary Area based on business needs and as scheduled.

Requirements

• High School Diploma or equivalent work experience
• Minimum of 1 year experience working in a mail room or copy centre
• Require experience in use of shrink-wrap, paper cutter, hole driller, bindery equipment, jogger, tape machine, electric stapler, scales, collators and related equipment
• Previous service, support, technical or operational experience with customers
• Excellent interpersonal skills with the ability to quickly develop business relationships
• Strong self-motivation to drive results
• Working knowledge of scanning, networking and printing technologies
• Ability to assess situations and act with a high level of urgency
• Ability to multitask in a fast paced operation and prioritize objectives
• Excellent communication skills both verbal and written
• Effective use of Microsoft Office
• Ability to lift 30+lbs. as necessary
• Present a professional image at all times to customers and vendors
• Must be able to able to report to and work at various Managed Services client locations within the Calgary area based on business needs and as scheduled.

Responsibilities

• Assist Site Manager or Supervisor in offering suggestions for improvement to new or existing process and procedures
• Assist in the training of new and existing employees
• Maintains accurate, complete and up to date Site Procedure Guides, forms, logs and other Site Branding
• Collects data for the completion of the monthly management report as directed by the Site Manager/Supervisor
• Identify issues related to pricing and orders
• Completes site reports and other paperwork as required
• Orders paper, toner and other office supplies
• Work independently or as part of a larger team as required
• Manage all aspects of the Ricoh provided services in the absence of the Site Manager/Supervisor.
• Process all incoming and outgoing mail
• Performs other mailroom functions such as mail fulfillment, which includes sorting, filing, packaging and processing shipments for delivery to multiple locations
• Filing and labeling of documents and other material for storage and retrieval
• Shipping and receiving including the movement of boxes and or equipment
• Provides courier service for the pickup and delivery of mail and copy jobs, on campus and offsite.
• Assist in the Copy Centre and performs all functions required for the delivery and completion of all copy requests.
• May include the usage of copiers, scanners, binding equipment, folders and laminators etc
• Assists in the coordinating of work assignments to meet specific deadlines and service deliverables
• Performs basic troubleshooting on all equipment used within the Ricoh Centre.
• Courteously meet and welcome customers and general members of the public
• Answers, screen and direct all incoming calls
• Assist visitors with visitor badges if applicable
• Responsible for meeting room schedules
• Monitor and ensure the reception area is kept tidy and projects a business-like image
• Perform administrative support tasks as required
• 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.
• Fix printer related issues and/or escalate to appropriate Ricoh channels
• Basic training support for end user requests
• Collect, analyze and report on KPI's as well as provide trend analysis with recommendations for operational improvements in the customer environment
• Provide Support for the Supervisor/Service Delivery Manager
• Perform other duties as assigned

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED