[Hiring] Bilingual Sr Solutions Integrator @Ricoh

Role Description

The Sr Solutions Integrator is a client-facing role responsible for delivering advanced technical support for Ricoh solutions across Direct and Dealer Business channels. The primary responsibility is to ensure the stability, performance, and continuous improvement of deployed solutions.

This role requires deep expertise in assigned solutions and a strong ability to troubleshoot complex environments. The Sr Solutions Integrator is also expected to collaborate closely with implementation teams to ensure a seamless transition from delivery to post-sales support.

Responsibilities

• Responsible for supporting pre-designed and custom solutions independently, requiring no oversight from team members.
• Act as the technical lead within the support desk, coordinating complex incident resolution and managing escalations involving multiple resources.
• Handle and resolve medium to high complexity support cases independently, while contributing to large-scale incident management as part of a broader team.
• Work collaboratively with implementation teams and project stakeholders to understand solution design, configurations, and customer environments.
• Perform detailed issue and root cause analysis, gathering business process and technical information from key client stakeholders.
• Produce and maintain support documentation, including troubleshooting guides, known error records, root cause analysis reports, and knowledge base articles.
• Apply best practice knowledge to diagnose and resolve issues related to software, integrations, configurations, and system performance.
• Provide support coordination for incidents, managing scope, resolution tasks, and timelines.
• Ensure support activities meet defined service levels, timelines, and quality standards.
• Deliver configuration adjustments, fixes, and optimization efforts for complex customer environments while maintaining a strong customer focus.
• Provide mentorship and guidance to junior support desk team members.
• Build and maintain strong working relationships with customers, partners, and internal teams.
• Conduct user support sessions or knowledge transfers to improve user experience, adoption, and reduce recurring incidents.
• Lead or contribute to post-incident review sessions, documenting lessons learned and identifying opportunities for improvement.
• Provide structured feedback to delivery and support teams to improve solution quality and support readiness.
• Work with Ricoh Corporate support groups and partner vendors in a cooperative effort to resolve product issues and improve solution performance.
• Maintain a high level of professionalism in all customer interactions, enhancing the reputation of Ricoh Canada Inc.
• Act as an escalation point for the product support helpdesk, providing expert-level assistance on complex issues.
• Collaborate cross-functionally to improve product performance and overall solution delivery.
• Contribute to the continuous improvement process, working with Delivery Management, Product Management, Engineering, and Support teams by providing client feedback and recommendations.
• Support pre-sales activities.
• Other duties as assigned by the manager.

Qualifications

• Minimum of 5 years of experience in a technical support or solution delivery role supporting client-facing environments in Document and/or Content Management solutions (e.g., DocuWare, Laserfiche).
• Post-secondary education (degree, diploma, or certifications in a technical field).
• Proficient in Microsoft Office products, including Visio.
• Working knowledge of:
  • HTML / CSS
  • Microsoft .NET Framework
  • JavaScript
  • Microsoft SQL
• IT industry certifications are an asset (e.g., Microsoft, CompTIA CDIA+, or equivalent).
• ITIL or Service Management training is considered an asset.
• Strong understanding of:
  • Application servers
  • Networks
  • Operating systems
  • Technical architectures
  • Virtualization

Knowledge, Skills & Abilities

• Must be fluently bilingual in French and English.
• Proven experience handling complex support environments, managing priorities, and ensuring high levels of customer satisfaction.
• Strong verbal and written communication skills, with the ability to communicate effectively with both technical and non-technical audiences.
• Ability to work independently and within a team while proactively improving the customer experience.
• Ability to manage multiple concurrent support cases and priorities.
• Strong planning, organizational, and time management skills.
• Excellent interpersonal and teamwork skills.
• Strong analytical and problem-solving capabilities.
• Demonstrated leadership and mentorship ability within a support environment.
• Occasional travel may be required based on business needs (typically lower than implementation roles).

Benefits

• Select the medical, dental, life, and disability insurance coverage that fits your needs.
• Contribute to your financial security with Ricoh Canada’s Retirement plan, with company matching contributions.
• Augment your education with team member tuition assistance programs.
• Enjoy paid vacation time and paid holidays annually.
• Tap into many other benefits to enhance your health, wellness such as ongoing personal and professional development.