Field Service Technician, Advanced Commercial & Production Printers

Job Description

• This position is an on-site role based in Windsor, Ontario

Are you customer focused? Are you organized and thrive in a fast-paced environment
? Do you have a unique interest in servicing and supporting Production printing Solutions? If so, then read on because we may have just the right opportunity for you!

As a Production Service Technician, you will be part of a Team that is responsible for providing 24/7 maintenance on Ricoh Continuous Forms High Speed Color , Printer , Hunkeler Post Processing finishing and Ricoh Production Cutsheet Printer with a Fiery Front end for a Customer located in Windsor ON. You will perform installs, corrective and corrective and preventative maintenance procedures for these complex printer solutions.

• Performs a full range of servicing and repair service procedures including troubleshooting, diagnostics, repair, installation, removal and retrofits of a core set of highly complex Ricoh High Speed Color Inkjet Press , Ricoh Production Color Toner base Press with Digital Front ends and Hunkeler Post Processing equipment at the customer site in Windsor, ON
• Demonstrates required digital competencies associated with assigned products and level assignment.
• Manages territory, inventory and customer relationships;
• Achieves expected productivity levels associated with assigned workload and level of experience;
• Completes technical training on new equipment as assigned;
• Continue obtaining necessary training to remain current on all technical aspects of PPS systems
• Escalating unresolved problems according to predefined service procedures and as per escalation process
• Performing installations, deinstallations, and/or relocations at customer site.
• Ensuring continuous availability in order to provide service on a 24/7 basis including on standby
• Maintaining parts inventory, diagnostic and physical tools.
• 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.

• Maintaining excellent customer satisfaction, building strong relationships, and exceeding Customer Expectations
• 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 customer and company personnel.

Post-Secondary Education in the area of technical specialization

• Minimum of 3 years related experience, including a minimum of 2 years as a Technology Service Consultant II
• Requires 1 Industry Certification and sustained (at least 2 years) of meets or exceeds performance level. (CompTIA Net+ or CompTIA A+)

• Requires an excellent working knowledge of electro-mechanical devices and electronics
• Requires "solid" knowledge of assigned equipment
• Skilled methodical approach to resolving problems
• 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
• High degree of mechanical aptitude, highly focused and driven to learn
• Ability to work independently, as part of a team and take initiative to improve the customer experience
• Strong attention to detail and good visual skills for assessing image quality
• Ability to access/service equipment which may be in low, high, cramped or otherwise inconvenient locations
• Ability to act diplomatically in a professional corporate environment
• Be highly organized with excellent time management
• Continuously upgrading knowledge of Ricoh products

• Requires a valid driver's license and as applicable, a minimum level of auto insurance coverage per RICOH policy for positions utilizing personal vehicles while for company business.
• Extensive daily travel in an automobile between customer locations is usually required. Assignment of a "walking territory" within a limited urban area would require…