Service Account Manager

Job Description

<p>Change your job, change your workplace, change your future…</p><p>Ricoh are currently recruiting for a Service Account Manager based in Dubai.</p><p><br></p><p>Ricoh transforms organisations, using innovative technologies and services enabling you as an individual to work smarter. This is what we call “empowering digital workplaces”.</p><p><br></p><p>In fact the entire Ricoh workforce enjoys our pioneering and innovative ways of working. We like to call it: imagine. change., it’s the ethos of our brand and how we drive positive change for ourselves and others. Our teams are embracing change, fostering new ways of working and we have never been more resolute in our mission – “you work for us, and we`ll work for you”.</p><p><br></p><p><strong>What you will be doing</strong></p><p>Provide technical service support and training to Business Partners and ensure high availability of services. Promote service delivery improvement within both the Business Partners and internally leading to greater customer satisfaction and revenue growth within the RIBV (Ricoh International) &amp; Ricoh Emerging Markets Group (REMG) territories.</p><ul><li>Development improvements of selected partners in the service pillar of the Preferred Partner Network</li><li>Escalation and resolution of technical issues using all necessary resources</li><li>Expansion of the Partner network onto @Remote and ARMS platform</li><li>Partner Performance Management (Technical)</li><li>Expansion and improvement of the RICESS helpdesk portfolio of support</li><li>Active involvement in the RICESS team</li></ul><p><br></p><p><strong>Client Relationship Management</strong></p><ul><li>Act as the single point of contact regarding Technical Service Delivery to assigned Business Partners</li><li>Relay performance data from RICESS (Ricoh Helpdesk) to assigned Business Partners.</li><li>Monitor the service performance of assigned Business Partners. Put in place Service Improvement Plans where necessary.</li><li>Be responsible for scoring of criteria within the Service Pillar of the Preferred Partner Network for assigned Business Partners. Supply updates to the PPN team and keep all evidence.</li><li>Support and work with the commercial RIBV/REMG teams to ensure that our Business Partners have necessary knowledge and skills to provide current and future service delivery to their customers at the highest level possible.</li><li>Support partner on annuity growth and machine efficiencies</li></ul><p><br></p><p><strong>Product Technical Support</strong></p><ul><li>Ensure that all escalation procedures within assigned Business Partners are followed before the creation of a RICESS ticket. Where none exist work with the partner to create one.</li><li>Stay abreast of the range of models available to assigned Business Partners and match your technical knowledge to the distribution of devices by organizing sufficient training for yourself.</li><li>Regularly read service information including bulletins and communicate all necessary actions proactively with assigned Business Partners in order to avoid issues arising in the field.</li><li>Regularly examine the RICESS database for information around repeated issues and share with assigned Business Partners</li><li>Stay abreast of the non-print Lines of Business to provide technical escalation support to our Business Partners</li><li>Travel to assigned Business Partners to provide technical support where necessary</li><li>Supply Technical Support cover to RICESS</li></ul><p><br></p><p><strong>Technical Training</strong></p><ul><li>Plan and schedule regular meetings with assigned Business Partners to monitor, update and improve their completed trainings and certifications.</li><li>Ensure that a full training schedule for their team is planned and maintained according to agreed Minimum Training requirements and the appropriate MIF/Technician ratio by device.</li><li>Liaise with the RIBV External Training Coordinator to ensure that assigned Business Partners technical staff have full access to training using both iLearn and face-to-face classroom training.</li><li>Execute technical training where necessary for RIBV/REMG Business Partners and be responsible for the organization and coordination of such events.</li></ul><p><br></p><p><strong>Projects</strong></p><ul><li>Participate in projects related to RIBV/REMG Service Delivery</li><li>Lead and/or initiate projects related to her/his territory and assigned Business Partners.</li><li>Participate in any other Ricoh Family Group project if requested to do so</li></ul><p><br></p><p><strong>You will ideally have</strong></p><p><strong>Knowledge</strong></p><ul><li>ITIL Foundation knowledge or equivalent </li><li>Higher Vocational Education or equivalent </li><li>Proven track record in the delivery of high-quality customer service</li><li>English language a must (business standard), other languages would be an advantage</li></ul><p><strong>Experience</strong></p><ul><li>Field service experience: Previous years experience as a Field Service Engineer / Supervisor working on MFPs, printers, and high-volume print devices. Inkjet printers would be an advantage</li><li>Knowledge of Managed Print Services Software Solutions an advantage</li><li>Issue escalation support experience</li></ul><p><strong>Skills</strong></p><ul><li>Knowledge sharing skills</li><li>Excellent communication skills</li><li>Willingness to travel at short notice to support Business Partners within their country or to attend events organized by Ricoh or other suppliers</li></ul><p>In return for your commitment, you can expect</p><ul><li>A competitive salary package</li><li>Industry leading benefits</li></ul><p>Ricoh is an exceptional place to work. A place where there is strong emphasis on career development for the right individuals. This is a role where you can excel within a fast-paced environment and succeed within a thriving organisation.</p><p><br></p><p>This is an excellent opportunity to join a global company where you can truly capitalise and build on your own experience.</p><p><br></p><p>Ready to make that change? Apply now for a confidential conversation with our Recruitment Team.</p><p>We are an equal opportunities employer</p><p>At Ricoh, we embrace and respect the collective and unique talents, experience, and perspectives of all people. Together we inspire remarkable innovation. That’s how we live the Ricoh Way.</p>