Copier Repair Technician

Copier Repair Technician POSITION PROFILE

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.

JOB DUTIES AND RESPONSIBILITIES 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, (CS212, etc) and bills accordingly.

* Performs other duties as assigned.

QUALIFICATIONS (Education, Experience and Certifications)

* 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.

KNOWLEDGE,

SKILLS AND ABILITIES

* 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 the most difficult circumstances; demonstrates the ability to overcome considerable technical, customer and logistical obstacles.

* Requires proficient familiarity in use of Microsoft Office computer application…