Field Specialist, Field Services CIP

Field Services Support Specialist II CIP

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. This role is primarily a field-based, break/fix technician position responsible for diagnosing, repairing, and maintaining Ricoh printers and copier equipment at customer locations within the assigned service area.

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.

· Performs on-site break/fix servicing, troubleshooting, and repair of Ricoh printers, copiers, and multifunction devices at customer locations.

· Diagnoses mechanical, electrical, and basic network-related issues, replacing parts and performing preventative maintenance to ensure optimal device performance.

· 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.

· Independently manages a service territory, prioritizing and responding to dispatched service calls across customer sites in a timely manner.

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…