Senior Field Representative, MDS

Senior Field Representative, MDS Service Delivery – RICOH COLOMBIA

Job Description : The Service Delivery Specialist will assist with the delivery of Ricoh Managed Document Services, managing business document output devices at customer locations or remotely. Focus on maximizing uptime, utilization, and user satisfaction while minimizing costs.

Responsibilities :

• Deliver Ricoh Managed Document Services in accordance with client contract, SLA, and Statement of Work.
• Meet agreed service levels and work with customer Help Desk to monitor and manage issues and escalations.
• Troubleshoot printer and non‑printer related issues (driver, network, OS) through personal visits or remote tools.
• First‑response troubleshooting for print‑related issues and escalation to Ricoh channels.
• Provide user services such as creating network print queues and assigning IP addresses.
• Conduct training sessions with end‑users to ensure high adoption and maximize technology usage.
• Manage Ricoh incident tickets, including updates, escalations, and resolution documentation.
• Assist in designing, developing, and documenting printing support processes and procedures.
• Monitor consumables inventory, provide escalation support, asset reporting, and manage common print rooms.
• Analyze and report on KPIs, provide trend analysis, and recommend operational improvements.
• Prepare monthly and quarterly reports and conduct analyses for client reviews.
• Perform physical execution of new installations, removals, relocations, and disposals (IMAC‑D).
• Support the Supervisor / Service Delivery Manager and other duties as assigned.

Education & Experience :

Skills :

About RICOH : Ricoh is an integrated solutions provider and partner that delivers innovation for businesses worldwide. We empower digital workplaces, unlock the potential of information, and guide customers toward a better and more sustainable future.

Invest in Yourself – Benefits :

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