Supervisor I, Customer Operations
Responsibilities:

Responsible for delivering Ricoh Managed Document Services in accordance to client contract, SLA and Statement of Work specifications through in office 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 environment 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

Come Create at Ricoh:
If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence.

Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information—how it is collected, stored, managed, and shared—to unlock the potential in every organization. We deliver services and technologies that inspire our customers’ success and guide them toward a better and more sustainable future. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.

Invest in Yourself:
At Ricoh, you can:

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.

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📌 Specialist I, Customer Operations (Quebec City)
🏢 Ricoh Americas
📍 Quebec City