Job Description
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
Our Video Production Editor is responsible for assembling recorded footage into polished, engaging video content that aligns with customer’s brand standards. This role requires strong storytelling instincts, technical proficiency in editing software, and the ability to work collaboratively with producers and directors to bring creative concepts to life. The editor manages post-production workflows, including color correction, audio mixing, graphics integration, and final delivery across multiple platforms.
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 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 matches 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 is 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 objects that 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.
Invest In Yourself
Choose from a broad selection of medical, dental, life, and disability insurance options.
Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
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, and ongoing personal and professional development.
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In Summary: 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 . The SDS is responsible for working with the customer to improve business processes through optimization and use of other Ricoh services .
En Español:
Descripción de trabajo Especialista en el campo I, Profilo de la posición de entrega del servicio El especialista de campo i, entrega del Servicio (SDS) es el principal contacto para los servicios administrados de documentos en una ubicación del cliente que puede ser in situ o apoyada fuera del sitio por el DMCC. El enfoque debe estar en los empleados, clientes y cumplir con los objetivos de ganancia para cada sitio dentro de su territorio. La SDS gestiona la entrega de Ricoh Enterprise Services para clientes, lo cual puede incluir la gestión de dispositivos de salida de documentos comerciales (impresoras, copiadoras y máquinas de fax) en las ubicaciones del cliente o remotamente con un foco a maximizar tiempo de actividad, utilización, optimización y satisfacción del usuario mientras se minimiza los costos. Este papel requiere un fuerte instinto de narración, conocimientos técnicos en la edición del software y la capacidad de trabajar colaborativamente con productores y directores para dar vida a conceptos creativos. El editor gestiona los flujos de trabajo posteriores a la producción, incluyendo corrección de color, mezcla de audio, integración gráfica y entrega final en múltiples plataformas. Crea un entorno centrado en el cliente. Se mantiene activamente involucrado con las presentaciones y validación del cliente. Reúne información necesaria para la preparación y creación del proforma y los sitios propuestos. Comunica y trabaja directamente con el departamento de TI del Cliente, incluidos los líderes seniores de TI. Trabaja con el liderazgo departamental y ejecutivo en la identificación de objetivos clave del proceso comercial y ayuda a construir estrategias para superar y abordar problemas. Monitorea y administra todas las facetas de la estrategia de Impresión Administrada (MPS) en servicios al cliente u otros servicios contratados como mantenimiento. Analiza todos los datos para garantizar que se mantengan y se cumplan con los requisitos del cliente (niveles de servicio contractualizados). Recomendó proporcionar soluciones continuos al gerenciador de servicios administrativos y proveedores de Servicios al cliente. Esto puede incluir la implementación de software de gestión de activos de terceros, instalación de equipos, etiquetado de activos, establecimiento de niveles par del inventario de suministro, validación de activos y creación/documentación de procesos. Interfaz de soporte a contratistas externos para gestionar los problemas de rendimiento. Supervisa y monitorea las piezas just-in-time (JIT) y el programa de adquisición y distribución de suministros, así como un inventario in situ de partes clave y artículos de suministrar. Monitores y administra actividades para garantizar que se cumplan los acuerdos de nivel de servicio. Proporciona liderazgo apropiado a otras posiciones que pueden ayudar en la prestación de los servicios que está proporcionando un cliente por Ricoh. Responsable de la administración, coordinación, seguimiento e información de bases de datos de máquinas, movimientos de máquinas y nuevas instalaciones de máquina según sea aplicable a la variedad de clientes IMACD. Asiste con capacitación al usuario final. Tracks arrastra fin de uso de bienes y/o recopilación de proyectos, incluidas las fechas de finalización del contrato y las funciones pertinentes del grupo de trabajo del equipo de contabilidad del cliente. Proporciona resumen, análisis y plan de acción para todos los resultados de la encuesta. Analiza servicios y utilización de flotas para garantizar que cada capacidad coincida con las necesidades de su uso real. Recomienda optimización continua a través del despliegue adecuado, reemplazo, capacitación de usuarios, etc. Reporta el progreso y rendimiento al cliente y Ricoh mediante un Informe mensual sobre el desempeño del Acuerdo de Nivel de Servicio y cualquier requerimiento específico de información del cliente. Provee comentarios continuos para desarrollar más estrategias, mejorar, corregir y implementar una estrategia. proporciona métricas e informes de tendencias al Equipo de Ventas en apoyo del proceso de Revisión Anual de Estrategia de Clientes y Quartales. Conducen la implementación de programas nacionales de gestión/procesamiento preconsolidados. Fuerte experiencia en gestión de proyectos. Experiencia en administración de activos Requiere conocimientos básicos de impresión, impresora multifunción y dispositivo multifunkcional deseados. Certificación ITIL o capacidad para obtener la certificación Ricoh ITIL. Grado universitario relevante y/o experiencia equivalente en un campo relacionado. Requieren fuertes habilidades informáticas incluyendo el conocimiento de plataformas de software basadas en web, redes y MS Office Suite. Capacidad demostrada de tener una fuerte relación con los clientes, resolución de problemas y eficiencias y productividad mejoradas. Habilidades sólidas de comunicación y presentación a todos los niveles. Experiencia en consultoría y diseño de soluciones muy deseada. Conocimiento desafiante, Competencias y aptitudes Abilidad orientada al detalle La capacidad de manejar eficazmente los problemas del cliente Resolviendo excelentes habilidades de comunicación verbal y escrita en circunstancias positivas y negativas Por lo general, un entorno de oficina con una iluminación y ventilación adecuadas, y un rango normal de temperatura y nivel de ruido. Trabajo ocasional en una instalación de producción, adaptándose a niveles moderados o altos de ruidos. Las tareas de trabajo son diversificadas. Interpretar, comprender y aplicar material complejo, datos e instrucciones. Preparar, proporcionar y transmitir información diversa. Se requiere algún esfuerzo físico. El trabajo es principalmente sedentario pero requieren caminar, pararse, doblarse, alcanzar, levantar o llevar objetos que podrían pesar hasta 50 libras (por ejemplo, papeles, libros, archivos, piezas pequeñas, etc.). La destreza moderada. Aplicación regular de habilidades básicas (calculadora, teclado, herramientas, coordinación ojo / mano). Trata los niveles de estrés mediante la adaptación a las situaciones estresantes durante largos períodos de tiempo. No están destinados a ser una lista exhaustiva de todas las responsabilidades, habilidades, esfuerzos o condiciones laborales asociadas con un trabajo. Invertir en ti mismo Elige entre una amplia selección de opciones de seguro médico, dental, vital y discapacitado. Contribuye a tu seguridad financiera con el Plan de Ahorro para la Jubilación (401K), Cuenta de ahorros de Salud (HSA) e inversiones en cuentas de gasto flexibles (FSA).