Field Specialist, Field Services

Position: Field Specialist, Field Services Support
** Field Specialist, Field Services Support*
* ** Position Profile*
* Services and repairs a variety of office equipment at customer locations, usually within a specific geographic area. May be viewed as specialist on certain products. Additional responsibilities may include Team Lead/Coordinator role. Position requires 1 (one) Industry Certification.

** Job Duties and Responsibilities*
* + Specializes in the servicing and repair of a core set of highly complex office products.

+ Manages territory, inventory and customer relationships.

+ As a specialist, provides 2nd level technical support to other technicians.

+ Achieves expected productivity levels associated with assigned workload and level of experience.

+ Actively drives revenue generating opportunities through supply leads, contract sales, network support contract leads, equipment and print assessment leads.

+ Able to work under minimal supervision.

** Demonstrates Technical Expertise and Provides Specialist Services*
* + Performs a full range of servicing and repair service procedures including diagnostics, installation, removal and retrofits on a core set of highly complex office products.

+ Demonstrates required digital competencies associated with assigned products and level assignment.

+ Performs troubleshooting and repairs or replaces equipment components as necessary on B&W, color and multifunctional devices.

+ Completes technical training on new equipment as assigned.

** Provides Advanced Training*
* + Conducts OJT for new and experienced technicians as required.

+ Conducts technical seminars as required.

+ Serves as a role model and exhibits professional appearance and behavior at all times, under the most difficult situations.

+ A positive influence/champion within the team/organization.

+ Proactively seeks ways to improve things.

** Manages Territory*
* + Assumes responsibilities of Field Technology Service Manager as required.

+ Effectively executes all required territory management and call handling procedures.

+ Works closely with sales partners to maximize equipment leads and upgrade opportunities.

+ Maintains and manages own parts inventory with a high degree of accuracy.

+ Adheres to territory back-up plans.

+ Completes all required administrative tasks in an accurate and timely manner.

+ Complies with all company policies.

** Customer Service*
* + Effectively handles the most difficult customer situations.

+ Acts as a communication link on unresolved technical problems/issues.

+ Interacts with external customers for the purpose of determining service needs on equipment and ensuring overall high level of customer satisfaction with the service performed.

+ Maintains productive, professional relationship with all company personnel.

+ Responsible for maintaining a "car stock" inventory.

+ Performs other duties as assigned.

** Qualifications (Education, Experience and Certifications)*
* Typically:

+ Requires high level technical skills typically gained through completion of technical school and 3+ years of related experience including a minimum of 2 years as a Technology Service Consultant I.

+ Requires 1 Industry Certification and sustained (at least 2 years) of meets or exceeds performance level.

+ 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.

** Knowledge,

Skills and Abilities

*
* + Requires an excellent working knowledge of electro-mechanical devices and electronics.

+ Requires expert knowledge of assigned equipment.

+ Skilled methodical approach to resolving problems.

+ Possesses strong interpersonal and verbal communications skills.

+ Excellent customer service skills including ability to follow up to ensure closure of issues.

+ Skilled ability to read and comprehend written technical information in the form of technical manuals, parts books and relevant publications.

** Working Conditions, Mental and Physical Demands*
* + Typically works in an office environment with adequate lighting and ventilation, and normal range of temperature and noise.

+ Extensive daily travel in an automobile between customer locations is usually required. Assignment of a "walking territory" within a limited urban area would require extensive travel by foot. It is necessary that all travel be done in a wide variety of weather conditions.

+ Working conditions regularly expose individuals to conditions that could result in minor cuts and burns. There is frequent exposure to chemical solvents and cleaners.

+ Shift work, overtime, stand-by and/or on-call may be required.

+ Requires daily internal contact with the dispatch department via telephone to receive verbal instructions concerning service calls.

+ Routinely in direct contact with parts department to receive parts ordered and with the Field Service Manager to review work, receive direction and discuss customers' concerns and problems.

+ Requires daily external contact with customers (typically office managers and machine…