Service Delivery Officer
RICOH ( Philippines) Inc.
- Makati, Philippines349 Ground floor, OPPEN Building, Senator Gil Puyat Avenue, Makati, Philippines, Makati, Metro Manila, PhilippinesMakatiMetro ManilaPhilippinesPhilippines
- ₱27,000.00 - ₱35,000.00 / monthPHP270003500027000MONTH
- Full timeFULL_TIME
Expired 4 years ago
2019-12-26T16:00:00+00:00Job closed.
Job Description
- Monitors and manages all facets of the Managed Document Services (MDS) and Manage Print Services (MPS) program at customer location
- Analyzes all data to ensure that RICOH performance standards are maintained and customer requirements (contracted service levels) are consistently met (SLA KPI)
- Communicates and works directly with Customer's IT department including senior IT leaders
- Recommends asset configurations to Sales and Customer
- Works independently to rationalize the Customer fleet and drive towards the Business Process Optimization opportunities
- Engages RICOH and/or third party resources to provide proactive maintenance, as well as ongoing maintenance to ensure Service Level Agreements are met
- Supports Postsales / Presales Support with implementation of the MDS solution.
- Monitors and manages Call/Support Center activity to ensure service response requirements are met
- Responsible for coordination, tracking and reporting machine moves, machine removals, and new machine installations
- Assists with end user training for equipment installations
- Tracks machine lease expiration and/or projected end of service life dates, as required
- Manages the collection of periodic meter readings, including review and validation
- Liaison for the customer in all matters concerning the fleet
- Engages with customer's facilities team, IT group, etc. to ensure proper implementation and post-installation support is provided
- Conducts periodic customer satisfaction surveys to include Key Contact and End User surveys. Provides summary, analysis and action plan for all survey results
- Analyzes fleet utilization to ensure that each machine's capabilities match the requirements of its actual use. Recommends ongoing fleet optimization through machine deployment, machine replacement, user training, etc.
Minimum Qualifications
- Candidate must possess at least Bachelor's/College Degree in Engineering (Computer/Telecommunication), Computer Science/Information Technology, Business Studies/Administration/Management, Marketing, Mass Communications or equivalent.
- At least 3 Year(s) of working experience in the related field is required for this position.
- Preferably Supervisor/5 Yrs & Up Experienced Employee specialized in Sales - Engineering/Technical/IT or equivalent.
- Required Skill(s): ITIL Foundation Certified, Service Delivery, Customer Service, Sales
Perks and Benefits
Retirement Benefit Plans
Paid Holidays
Medical / Health Insurance
Paid Sick Leave
Performance Bonus
Paid Bereavement/Family Leave
Life Insurance
Paid Vacation Leave
Maternity & Paternity Leave
Medical, Prescription, Dental, or Vision Plans
Required Skills
- Sales and Marketing Knowledge
- Customer Service
- Technical Skills
Preferred Courses
- Information Technology
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- IT and Software
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Sometimes
- Office Address
- Senator Gil Puyat Avenue, Makati, Philippines
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About RICOH ( Philippines) Inc.
Ricoh is one of the worlds's leading suppliers of office automation equipment, including copiers, facsimiles machines, data processing systems, and related supplies. Ricoh is also renowned for its state-of-art electronic devices and photographic equipment.