The Services Support Specialist works remotely supporting Enterprise Services Specialist.Sales and Services Engineers as a primary contact for basic Premium Services. The Services Support Specialist will support the data and contract(s) collection, as well as supporting documents such as Statements of Work and Services Orders to execute a Sales Order. Responsible for generating Pricing Request tool and follow through until its completion from the Financial Pricing Desk. This would include; pricing variations, renewals, addendums, MPS pricing, moves, additions or reductions. The role entails interacting with RICOH employees, business partners and customers. Ensures proper documentation and customer satisfaction utilizing available tools sets, processes and internal resources.
JOB DUTIES AND RESPONSIBILITIES
Gather necessary data to fill out the Pricing request tool, submit to the Pricing team, make necessary adjustments and follow up on the status
Support RFP activities through the use of common response language and template information
Document identified services workflow through information collected, reviewed or as a result of an interview with key process and document owners
Identify and analyze general end user needs and perceptions through creating and distributing surveys and conducting focus interviews
Determine service level expectations and/or benchmarks
Communicate regularly with the Ricoh team to update them on the analysis progress and begin to help form their expectations
Insure accuracy with all collected data and internal processes.
Prepare preliminary recommendations review with sales and operations
Complete preliminary pricing and recommendations and review with sales and operations
Present Study Findings Report to the prospective customer and gain feedback and validation
If driven by an RFP, summarize any findings or conclusions drawn from information in the RFP or walk through and share with team members
Work with sales, operations and any specialists to finalize the details of the technology and processes contained in RICOH's solution
Complete final pricing and revisions as review with sales and operations and obtain appropriate approvals.
Complete specific sections of the RICOH proposal document to include Current Situation and Financial Considerations and review final document for accuracy, flow and completeness
Participate in customer presentation when needed to support current situation and financial sections and probe for understanding
If driven by an RFP, in addition to pricing and proofreading responsibilities, answer specific questions regarding pricing, financial analysis, specific technology, analysis process, etc.
Prepare initial SOW and SLA (or delegate to Associate Analyst where available) in conjunction with operations management
Prepare deal package (or delegate to Associate Analyst where available) and send to appropriate processing location
Meets or exceeds budgeted services-related revenue goals and maintains activity standards set by Sr.Mgr.
Supports professional services revenue and initiatives
Provides monthly reporting and related specifics of new, expansion and renewal business by required deadline
Reads and disseminates company and industry information and is committed to self-development. Keeps the sales force appraised of changing policies, competitive developments, and industry and market trends.
Stays current on product, software, and knowledge/document management trends (digital multifunction, printing, scanning, high volume, connected products and enablers, color etc.)
Provides training to new Associate Analysts and sales professionals on relevant subject matter (pricing, on-site analysis, contract development, policy and procedures)
Attend all scheduled meetings and required training
QUALIFICATIONS (Education, Experience, and Certifications)
Requires a minimum of one year of pre-sales analysis experience in the document industry
Requires 2-3 years of general business experience
Sales or MS Operations experience a plus
Requires completion of a four-year degree or related field or equivalent experience
Ricoh is an EEO/Affirmative Action Employer -- Minorities/Women/Protected Veterans/Disabled.
Ricoh Americas Corporation