Field Specialist I, Service Delivery
POSITION PROFILE
The Field Specialist I, Service Delivery (SDS) is the primary contact for managed document services at a customer location which may be on-site or supported off-site by the DMCC. Focus should be on the employees, customers, and meeting profit objectives for each site within their territory. The SDS manages the delivery of Ricoh Enterprise Services for customers, which may include 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 SDS is responsible for working with the customer to improve business processes through optimization and use of other Ricoh services. The SDS must possess an in-depth understanding of the client's requirements and domain, be IT centric, enabling communication with the Customer IT Department resources. Understands networks and utilize managed document services technology: Communicates account Business Process opportunities to the supporting sales and professional service teams. Assists other support team members in developing, implementing and managing ongoing fleet operations.
Job Duties and Responsibilities
- Creates a customer-focused environment.
- Keeps actively involved with customer presentations and validation.
- Gathers necessary information for preparations & creation of the pro-forma & the proposed sites.
- Communicates and works directly with Customer's IT department including senior IT leaders.
- Works with departmental and executive leadership in identifying key business process objectives and helping build strategies to overcome and address issues.
- Monitors and manages all facets of the Managed Print Services (MPS) strategy at customer location or other services as contracted.
- Analyzes all data to ensure that performance standards are maintained and customer requirements (contracted service levels) are consistently met.
- Recommends solution configurations to Sales and Customer.
- Supports the Account Manager (Operations Team) in accounts where managed document services is one of the provided service offerings by assisting in the management and reporting of business document input/output devices.
- Works independently or collaborates with account team members to rationalize the Customer fleet.
- Engages internal and external resources to provide proactive maintenance, as well as ongoing maintenance to ensure Service Level Agreements are met.
- Works with customer's team to align Ricoh services provided with customer's business objectives, including identifying services and technology which Ricoh is able to provide to improve customer's business processes and help them meet customer goals.
- Supports other team members with implementation of the MDS solution. This may include 3rd party asset management software implementation, equipment installation, asset tagging, setting supply inventory par levels, asset validation and process creation/documentation.
- Supporting interface to outside contractors for management of performance issues.
- Oversees and Monitors and the just-in-time (JIT) parts and supplies procurement and distribution program, as well as an onsite inventory of key parts and supply items.
- Monitors and manages activity to ensure service level agreements are met.
- Provides leadership as appropriate to other positions which may help in delivering the services which a customer is being provided by Ricoh.
- Responsible for management, coordination, tracking and reporting machine moves, machine removals, and new machine installations as it applies to the customer IMACD process.
- Assists with end user training.
- Tracks asset lease expiration and/or projected end of service life dates, as required.
- Manages the collection of periodic meter readings, including review and validation, utilizing the AMR (Automated Meter Reading) solution.
- Completes month end closing and other necessary accounting functions.
- Maintains contract database accuracy in a variety of databases and generates/distributes appropriate periodic reports.
- Liaison for the customer in all matters concerning the services provided.
- Engages with customer's facilities team, IT group, etc. to ensure proper implementation and post-installation support is provided.
- Conducts periodic customer satisfaction surveys to include Key Contact and End User surveys. Provides summary, analysis and action plan for all survey results.
- Analyzes services and fleet utilization to ensure that each capability match the requirements of its actual use. Recommends ongoing optimization through proper deployment, replacement, user training, etc.
- Reports progress and performance to customer and Ricoh via a Monthly Management Report to Service Level Agreement performance and any customer specific reporting requirements.
- Provides ongoing feedback for further strategy development, enhancement, correction, and deployment of strategy.
- Provides metrics and trend reporting to the Sales Team in support of the Annual Customer Strategy and Quarterly Review process.
- Conducts implementation of national launch programs/processes including field training.
- Performs other duties as assigned.
Qualifications (Education, Experience and Certifications)
- Demonstrated Business Acumen.
- Systems and IT literate – understanding networks, security, print servers and print devices. Experience in pre and post sales for outsourced or contracted services.
- Strong financial awareness, monitoring, co-ordination and P&L ownership.
- Experience of leading teams, including matrix management. Strong project management experience.
- Asset management experience.
- Requires basic Printer, Multi-Function Printer and Multi-Function Device knowledge.
- ITIL Certification or the ability to obtain Ricoh ITIL certification.
- Relevant college degree and/or equivalent experience in a related field.
- Requires strong computer skills including knowledge of web-based software platforms, networks and MS Office Suite.
- Demonstrated ability of strong customer relationship skills, problem resolution and improved efficiencies and productivity.
- Strong communication and presentation skills at all levels.
- Experience in consulting and solution design strongly desired.
KNOWLEDGE, Skills And Abilities
- Detail-oriented.
- Ability to effectively handle challenging customer situations.
- Problem Solving.
- Excellent verbal and written communication skills in positive and negative circumstances.
- Ability to effectively communicate with all levels of management, outside vendors, employees, and customers.
- Proficiency in Web based presentation and training.
- Ability to review and understand general instructions; prepare and provide diversified information.
- Ability to establish effective communication with co-workers and customers by encouraging open and honest communication, receiving and giving feedback.
- Ability to work in a team environment by maintaining positive, productive relationships with co-workers, management, sales and production departments.
- Ability to adapt to changing situations.
- High degrees of flexibility, high motivation and a strong sense of urgency.
- Self-directed and shows a high degree of initiative.
- Ability to motivate individuals and groups.
- The ability to do Business Process Mapping and the use of Visio or other business process mapping tools - this needed for IMAC/D process flow mapping and service delivery process mapping from the start as well as when these needs to be changed to align to the customer's business changes.
Working Conditions, MENTAL AND PHYSICAL DEMANDS
- Travel and work off-site in customer locations. Typically, an office environment with adequate lighting and ventilation, and a normal range of temperature and noise level.
- Occasional work at a production facility, adapting to moderate to high noise levels.
- Works assignments are diversified. Interpret, comprehend and apply complex material, data and instruction – prepare, provide and convey diversified information.
- Some physical effort required. Work is mostly sedentary but does require walking, standing, bending, reaching, lifting or carrying object could weigh up to 50 lbs. (e.g., papers, books, files, and small parts, etc.).
- Moderate dexterity – regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination).
- Deals with stress levels by adapting to and coping with stressful situations for extended periods of time.
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.
