Supervisor I, Customer Operations

Responsibilities:

- Responsible for delivering Ricoh Managed Document Services in accordance to client contract, SLA and Statement of Work specifications through on-site presence at a named customer site, in accordance with Ricoh Managed Document Services delivery standards defined by RCL

- Fleet optimization services/analysis and recommendations for technology utilization and Continuous Improvement throughout term of the agreement

- Assist in the design and development of processes and procedures specific to support in the customer workplace as well as creating the accompanying documentation

- Assist in solution design and provide consultative input and analysis based on client "Best Practices" and standards (following standard operating procedures)

- Fleet and services management: consumables, escalation support, asset reporting, Service Level Agreement compliance and standards management through device/asset reporting, data collection and validation vs. predetermined measures

- Maintain customer satisfaction at agreed levels

- Collect,



analyze and report on KPI's as well as provide trend analysis with recommendations for operational improvements in the customer environment

- 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

- Consumables Inventory monitoring and management

- Ensure a working knowledge of all Ricoh vertical solution, product and software offerings

- Assist with quarterly account reviews as required

Education & Experience:

- Minimum 2 years experience in an administrative role

- Industry related training and recognized certifications

- Post-secondary (undergraduate, tech degree, diploma or certificates)

Skills:

- Must be able to communicate in French and English

- Access to a vehicle is preferred for occasional client site meetings

- Excellent communication skills with proven ability to conduct professional business communications

- Proficient in MS Office applications with demonstrated Excel skills

- Self directed with the ability to work independently

- Present a professional image at all times to customers and vendors

📌 Specialist I, Customer Operations (Ottawa)
🏢 Ricoh
📍 Ottawa