Manager – Global Tool Support

Manager - Global Tool Support - Managed Document Services

Job Description POSITION PROFILE Responsible for overall solution/application support of GMDS tool including TRAC solution for the enterprise and MDS. Serves as TRAC subject matter expert for implementations and ongoing operations. Communicates overall best practices and develops processes related to TRAC installs and implementation. Provides direct coordination and support for selected Global Major Accounts. Proactively works with Ricoh developers and vendors to understand and influence product strategies, product roadmaps, product positioning and go-to-market strategies. Maintains field related product information, pricing, etc and proactively provides this data to the field. Partners with global major account to provide direct, full spectrum support (pre-sales to daily operations). Serves as subject matter expert for customer-facing engagements in selected global major accounts. Liaise vendors with Ricoh/IKON field teams and Customer as required. Interfaces with 3rd Party Vendors (primarily iOffice and FM Audit) to educate the field through use of FAQs, Blogs, Help Desk support and other communication channels. JOB DUTIES AND RESPONSIBILITIES Responsible for overall global field support and management of the GMDS tool including TRAC solution including directed support for selected enterprise accounts Partners with Ricoh stakeholders and vendors to understand and influence product strategies, product roadmaps, product positioning and go-to-market strategies Provides guidance, helps set direction, and establishes requirements with Ricoh developers and 3rd party vendors such as iOffice for go-to-market deliverables (e.g. sales tools, collaterals, pricing, competitive positioning, demo site) required for successful module launch and enhancements Develops new communication tools and leverages existing channels to ensure ongoing education and skill development for field resources Leads development of internal education deliverables such as launch announcements, product alerts, FAQ, Blogs, Help Desk Support, etc. Serves as GMDS tool including TRAC solution functionality Subject Matter Expert for the field Provides leadership within Ricoh/IKON for the GMDS tool including TRAC solution relative to industry trends and direction Drives interaction with field sales/operations force and customer base to drive incremental revenue; directly interfaces with customers for selected enterprise accounts Serves as a central resource for product and market related inquiries from field sales and operations Facilitates greater understanding of TRAC at the OpCo level to maximize TRAC operational competency and utilization Participates in pre-sales activities for selected accounts and understands customer business needs and requirements Guides and validates overall account implementation activities through the documented TRAC implementation process for global MDS. Communicates new application functionality, technical or procedural changes in Global MDS tools Escalates implementation status and issues with venders such as iOffice and FM Audit Tests and reviews software development with 3rd Party Vendors Performs other duties as assigned QUALIFICATIONS (Education, Experience and Certifications) Requires a minimum of 2 years direct TRAC management experience. Requires a minimum of 1-year project management experience Requires a four-year college degree and/or equivalent experience in a related field Requires strong computer skills including knowledge of web-based software platforms, networks and MS Office Suite Previous direct or indirect management experience in a highly matrixed environment preferred Strong customer service skills required Strong communication and presentation skills required We are an Equal Opportunity Employer, M/F/D/V