Specialist I, MDS

Job description

The Service Delivery Manager I (SDM I) is responsible for managing a single-person site. This role develops, implements, and reviews procedures, interfaces extensively with customers, and ensures all contracted service levels are met. The position requires a high degree of customer interaction. Responsibilities: - Deliver Ricoh Managed Services in accordance with client contracts, SLAs, and Statements of Work through on-site support at a designated customer location, following Ricoh Managed Document Services standards. - Ensure agreed service levels are met (as defined in the customer SLA) by working closely with the customer Help Desk to monitor, manage, and escalate service-related issues. - Provide first-response troubleshooting for print-related issues at staffed locations. - Troubleshoot and resolve printer and non-printer-related issues (e.g., drivers, networks, operating systems) through on-site visits and/or remote tools. - Repair printer-related issues and escalate to appropriate Ricoh support channels when required. - Manage Ricoh incident tickets through the customer’s service ticketing system, including troubleshooting, providing updates, coordinating escalations, and d...