Job Information
Ricoh Americas Corporation Field Specialist, MDS Support in Calgary, Alberta
The Field Specialist, MDS Support is responsible for delivering temporary, on-site Managed Document Services support across a variety of customer accounts, ensuring service delivery aligns with client contracts, SLAs, and Ricoh standards.
Job Duties & Responsibilities
Provide backup coverage support, which may include one or more of the following services:
Serve as part of a team delivering Ricoh Managed Document Services in accordance with client contracts, SLAs, and Statements of Work through on-site support at named customer locations, following Ricoh delivery standards.
Deliver agreed service levels as defined in customer SLAs and work closely with the customer Help Desk to monitor, manage, and escalate service-related issues.
Perform first-response troubleshooting for print-related issues at staffed locations.
Troubleshoot and resolve printer-related and non-printer-related issues (e.g., drivers, network, operating systems) through on-site visits and/or remote tools.
Resolve printer-related issues directly or escalate to appropriate Ricoh support channels as required.
Work closely with the customer’s Level I Help Desk to ensure timely issue resolution.
Provide basic end-user training and support upon request.
Manage Ricoh incident tickets assigned through the customer’s service ticketing system, including:
First-response troubleshooting
Providing timely updates
Escalating issues to appropriate teams for resolution
Documenting final resolution details
Perform fleet and services management activities, including consumables inventory monitoring, escalations, and common print room management.
Monitor and manage consumables to ensure uninterrupted service delivery.
Maintain a working knowledge of customer Service Level Agreements.
Maintain awareness of Ricoh vertical solutions, products, and offerings (e.g., RightFax, Equitrac, AutoStore) and engage appropriate resources as needed.
Support the execution of installs, moves, adds, changes, and disposals (IMAC‑D) in the absence of the Service Delivery Specialist or Service Delivery Manager.
Provide operational support to the Service Delivery Manager as required.
Perform other duties as assigned by the manager.
Qualifications (Education, Experience & Certifications)
Post-secondary education (technical degree, diploma, or certificate).
Minimum of one (1) year of experience in roles with similar responsibilities, scope, or skill sets, including customer service experience.
Industry-related training and recognized certifications (e.g., CDIA+) may be required.
IT industry certifications (e.g., Microsoft, Cisco, ITIL, COBIT) are considered an asset.
Knowledge, Skills & Abilities
Excellent verbal and written communication skills with the ability to conduct professional business communications.
Proficiency in MS Office applications, including demonstrated Excel skills; Visio and SharePoint are assets.
Working knowledge of scanning, networking, and printing technologies.
Ability to work independently or collaboratively as part of a team, with initiative to improve the customer experience.
Strong problem-solving skills with the ability to assess situations and act with a high level of urgency.
Ability to multitask in a fast-paced environment and effectively prioritize tasks.
Strong planning, organizational, and time-management skills.
High attention to detail.
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.