**Operations Administrator** _This is a Monday-Friday, full-time permanent, fully remote/virtual position._ We want you to join our customer centric team whose passion it is to Empower Digital workplaces! At Ricoh, we aren’t satisfied with keeping pace with today’s complex work environments, we are setting the pace. We are reimagining the workplace. Our high-performance workplace is powered by a team that thrives. We offer a friendly culture with a focus on wellbeing and work life balance. Flexible work options, a time off purchase program, great physical and mental health benefits, employee discount and recognition programs are only some of the advantages of working at Ricoh. We are a family that promotes positive manager relationships and on-going learning & development that nurtures professional growth and career advancement. Discover what you are capable of in an environment where your growth is supported, and your success is celebrated. Under the Supervision of the Service Delivery Manager, the Operations Administrator has overall responsibility for the Sales Order intake, Contract Maintenance, Customized Billing & 3rd Party Vendor Management for an assigned account. The role encompasses the customer experience, pre-sales and post-sales support activities, and manages order entry and contract processes and 3rd party vendor management. **Responsibilities:** + Part of a team responsible for delivering Ricoh Managed Document Services in accordance to client contract, SLA and Statement of Work specifications primarily through remote work, in accordance with Ricoh Managed Document Services delivery standards defined by Ricoh; + Collaborate and be the liaison between the Managed Services Team and cross-functional departments within Ricoh + Coordination of transition activities relative to order taking and customer contract maintenance + Deliver agreed levels of service (as defined in customer SLA) and work closely with customer Help Desk to monitor and manage service-related issues and escalations + Occasionally support the management of Ricoh incident tickets assigned through the customer’s service ticketing system + Assist in the design, development and documentation of printing support processes and procedures + Service Level Agreement compliance - focusing on maximizing uptime, utilization and end-user satisfaction while minimizing costs + Partners with Leasing, Accounts Receivables, Supply Chain, Technical Service and Finance to support monthly reconciliations and order tracking and delivery status + Fleet optimization services/analysis and identifying opportunities for technology utilization and continuous improvement throughout term of the agreement + Collect, analyze and report on KPI’s as well as provide trend analysis with recommendations for operational improvements in the customer environment for the specific service being supported; + Prepare monthly and quarterly reports; conduct analysis and assist with client reviews as required; + Ongoing management and physical execution of new installs, removals, relocations and disposals (IMAC-D); + Provide support for the Supervisor/Service Delivery Manager; + Other duties as assigned by manager. **Qualifications** : + Post Secondary Education (Technical Degree, Diploma or Certificate) + Minimum 2 years experience in roles with similar responsibility, scope or skills + Previous administrative and customer service support experience **Skills:** + Excellent verbal and written communication and presentation skills with proven ability to conduct professional business communications + Proficient in MS Office applications with demonstrated Excel skills. Power BI, Visio and SharePoint an asset + Experience with Baan considered a plus + Working knowledge of scanning, networking and printing technologies + Ability to work independently, or as part of a team and take initiative to improve the customer experience + Ability to assess situations and act with a high level of urgency + Ability to multitask in a fast paced operation and prioritize objectives + Effective planning, organizational and time management skills + Strong attention to detail Ricoh is an information management and digital services company connecting technology, processes, and people in progressive business around the world. Ricoh is a recognized leader in document workflow, process automation, digital transformation, and security. Every day our 90,000+ global employees work with big and small companies' optimizing their end-to-end business solutions. _Compensation range: $45,000-$55,000 annually._ _Open to applications within British Columbia and Alberta._