Field Specialist, Field Services CIP

Overview

Field Services Support Specialist II CIP. This position has a sign-on bonus of $1000 for new Ricoh members!

This position requires multi-specialist technology level skills to work independently as a product/services solution's specialist in servicing or training on certain business support for multi-solutions work area needs/offerings. Serves as the primary resource providing service/training solutions and mentoring on products and services. Also includes new business and other various support and solution functions as developed or assigned.

• Technical:
  Performs multi specialist solutions skill services including configuring, installing, troubleshooting, networking, maintaining, and training as assigned in their area of responsibility expertise on a variety of products and services.
• Collects, measures, records, processes, and analyzes complex data. Applies results to support service improvement area wide.
• Proactively seeks volume building and product/process upgrade opportunities that result in increased utilization of Ricoh equipment, supplies and services.
• Assembles/adjusts/maintains/shares expertise on products according to specs, and/or relevant documentation/instruction. Performs the same for equipment operations.
• Demonstrates high level of proficiency in their area of expertise as well as taking on a team lead /coordinator role as needed/directed.
• Performs a full range of services including customer training, equipment and workflow observation, and solution presentation for improved methods.

• Customer Services:
  Understands and promotes Ricoh's support functions and offerings, anticipates, and manages customer needs.
• Displays professionalism in interactions with all customers. Maintains and leads productive, professional relationships with all customers and Ricoh personnel and contributes to the overall success of the team.

• Manage Workload:
  Maintains a full workload, meeting appropriate response times, repair times, quality objectives and cost control metrics.
• Effectively executes all required workload management and call handling procedures, using current field call management requirements.

• Administrative:
  Complies with all company policies and completes administrative tasks in an accurate and timely manner.
• Performs administrative duties as assigned including maintaining required logs, processes and reports.
• Completes all required administrative tasks in an accurate and timely manner.
• Accounts for all time and activity by recording information through the proper tracking system.
• Responsible for maintaining a "car stock" and/or customer on-site inventory as assigned/necessary.

• Results:
  Achieves expected productivity levels associated with assigned workload and level of experience.
• Actively participates in Ricoh Extra Value program opportunities as defined, and bills accordingly.
• Performs other duties as assigned.

• Requires a valid state driver's license and minimum level of auto insurance coverage per Ricoh policy for positions entailing extensive use of personal car while on company business.
• Requires high school diploma. Completed classes and experience involving computers, electronics, mechanics, basic network and basic connectivity and printing software application is desired.
• Meets the requirements listed in the Technology Services Training Role Inventory and Certification Program for the assigned role as defined by the manager.
• Follow this link for the certification requirement document:

• Goal orientated, self-motivated and committed to ongoing self-development and the development of others.
• Handles information of a highly confidential nature.
• Possesses excellent multi-tasking and prioritizing skills.
• Identifies problems, opportunities and develops solutions.
• Possesses excellent organizational, interpersonal, and verbal communication skills.
• Displays a high level of professionalism in difficult circumstances and the ability to overcome technical, customer and logistical obstacles.
• Proficient in Microsoft Office and in the use of computers, mobile technology, and related applications and systems.

• Extensive daily travel between customer locations; may include working at a customer site or a walking work area in a limited urban area, with travel in various weather conditions, and occasional outdoor work.
• Occasional overnight travel may be required.
• May be required to move objects on wheels up to 400 pounds and lift/carry objects up to 50 pounds; frequent stooping, bending, and kneeling may be required.
• Dexterity with calculators, keyboards, hand tools, and eye/hand coordination required.
• Shift work, overtime, stand-by and/or on-call may be required.
• Work may involve periods of stress due to deadlines and service volume.