Customer Fleet Management Specialist at iPower… · Pine Brook

Job Title: Customer Fleet Management Specialist

The TGI Story

A second-generation family-owned business for over 62 years, TGI Office Automation is a comprehensive office technology provider offering scalable solutions for many of today’s complex business issues. TGI offers unparalleled, innovative technology from a variety of industry-leading partners.

TGI’s Mission Statement: Office automation empowers your business. By improving bottom-line profitability through smart, strategic solutions, we help our customers reduce costs and maintain a competitive position.

https://www.tgioa.com/

Position Summary: TGI seeks a technically skilled Remote Technical Engineer to support the deployment, configuration, security, monitoring, and ongoing operational health of its managed multifunction printers (MFPs) and printers. This primarily remote technical role is a key contributor to TGI’s SmartStart device deployment program and Automated Toner Replenishment (ATR) program. The engineer works with Device Operations, Device Prep Centers, field service, implementation, and customer IT teams to ensure devices are correctly configured, connected, monitored, and ready for productive use.

Primary Duties and Responsibilities:

Remote Device Configuration & Fleet Management

• Perform approved remote device configuration changes, including network settings, administrative controls, supply alerts, toner-related settings, and device features.
• Execute manufacturer-approved firmware upgrades and validate device functionality, configuration retention, and monitoring after updates.
• Troubleshoot device connectivity, SNMP/telemetry, reporting discrepancies, and remote management access; coordinate onsite intervention when necessary.
• Maintain accurate device configuration baselines, firmware records, change logs, and technical documentation across the managed fleet.
• Apply approved security practices for credentials, remote access, and configuration changes; follow customer change-control requirements.

Manufacturer Remote Management Platforms & Tools:

• Leverage manufacturer-provided remote management and diagnostic tools—including Ricoh @Remote, Toshiba Elevate Sky, HP Smart Device Services (SDS), and HP Web Jetadmin (WJA)—to support device fleet health, remote configuration, firmware maintenance, and troubleshooting.
• Use applicable Ricoh, Toshiba, HP, Lexmark, and other OEM tools to review device status, validate connectivity and supplies data, identify faults, and support proactive maintenance and SmartStart deployment readiness.
• Coordinate manufacturer-platform enrollment, access, permissions, and device communication settings with customer IT and TGI teams; reconcile OEM-reported information with MPS Monitor where practical.
• Perform approved bulk or individual configuration and firmware activities using supported manufacturer tools, documenting results, exceptions, and post-change validation.
• Maintain proficiency and appropriate certifications in manufacturer platforms as capabilities evolve; escalate tool limitations, conflicting telemetry, and OEM-specific defects through established vendor channels.

SmartStart Device Deployment:

• Partner with Device Prep Centers, implementation coordinators, logistics, field engineers, and customer IT to prepare and validate devices prior to delivery.
• Configure and verify network connectivity, printing/scanning functions, device management settings, and applicable customer-specific requirements.
• Provide real-time remote technical support during eligible SmartStart and remote installations; resolve configuration issues and escalate physical or solutions-related issues.
• Complete pre-deployment and post-installation technical checklists, confirm readiness, and document handoffs and outstanding items.

ATR & Monitoring Platform Support:

• Support deployment and troubleshooting of MPS Monitor data collection agents (DCAs), including discovery ranges, connectivity, and approved redundancy/clustering configurations.
• Validate device enrollment, meter and supply telemetry, consumable alert settings, and replenishment readiness before ATR activation.
• Investigate offline devices, inconsistent toner reporting, communication failures, and missing data; collaborate with DCA analysts, ATR processing teams, manufacturers, and platform support.
• Implement standardized settings and corrective actions to improve ATR coverage, data quality, and replenishment reliability.

Technical Support, Coordination & Improvement:

• Provide remote Tier 2-style device technical assistance to field engineers, Device Operations personnel, and customer IT contacts.
• Escalate hardware failures, physical service requirements, advanced solutions issues, and vendor defects to the appropriate teams.
• Create repeatable procedures, configuration templates, troubleshooting guides, and knowledge-base articles.
• Participate in testing, process improvement, and rollout of new device models, firmware, remote tools, and deployment standards.
• Maintain strong customer relationships, clear written updates, and timely ticket closure in accordance with TGI policies.

Qualifications:

• 3–5 years of experience in copier/printer service, MFP systems engineering, managed print services, IT support, or equivalent technical experience preferred.
• Working knowledge of network printing, TCP/IP, DNS, DHCP, SNMP, print drivers, device web interfaces, and remote troubleshooting.
• Experience with MFP/printer configuration and firmware maintenance; familiarity with Ricoh, Toshiba, HP, and Lexmark platforms preferred.
• Experience with MPS Monitor or comparable DCA/fleet management tools preferred.
• Hands-on experience with OEM fleet tools such as Ricoh @Remote, Toshiba Elevate Sky, HP SDS, and HP Web Jetadmin preferred.
• Strong diagnostic skills, disciplined documentation, prioritization, and customer communication.
• Ability to coordinate technical tasks across remote teams and guide field personnel through configuration and validation steps.
• Relevant manufacturer certifications, CompTIA Network+, or equivalent training are a plus.

Measures of Success:

• SmartStart deployment readiness and first-time remote installation success.
• Percentage of assigned devices with verified connectivity, accurate telemetry, and approved configuration baselines.
• Firmware/configuration work completed successfully with documented validation.
• Reduction in avoidable onsite dispatches and time to resolve offline or ATR-related device issues.
• Ticket quality, documentation completeness, responsiveness, and customer satisfaction.

Job Type: Full-time

Salary: $55,000 - $65,000

Benefits: Dental insurance, Health insurance, Vision Insurance, Life Insurance, PTO, and 401(k)

Schedule: Monday to Friday

Work Location: In-person: Pine Brook, NJ OR West Caldwell, NJ, OR Cherry Hill, NJ OR Brooklyn, NY, Melville, NY OR Boca Raton, FL

EEO Statement :

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.