Field Services - Support Specialist I CIP

POSITION PROFILE

This position requires the solution technology level skills to work independently as a product/services solutions specialist in servicing and/or training on certain business support work area needs/offerings. Also include new business and other various support functions as developed or assigned.

JOB DUTIES AND RESPONSIBILITIES

Technical
  • Performs product specialist solution skill services including configuring, installing, troubleshooting, networking, maintaining, and training as assigned in their area of responsibility expertise.
  • Performs full range of product repair, customer training, equipment and work flow observation, and engages in problem solving sharing solutions to improve methods.
  • Proactively seeks volume building opportunities that result in increased utilization of Ricoh equipment, supplies and services.
  • Assembles/adjusts/maintains and shares expertise on products according to specs, and/or relevant
    documentation/instruction. Performs the same for equipment operations.
  • Considered a resource for others when solutions level expertise/skill is required. Works independently, shows knowledge and command of a range of products, environments and potential issues relevant to assigned roles and responsibilities.

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

Manage Workload
  • Responsible for managing own time and schedule and assists in support of solutions time/schedule.
  • Effectively executes all required workload management and call handling procedures, using current field call management requirements.
  • Performs a full range of services including customer training, equipment and work flow observation, and solution presentation for improved methods.

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 internal link for the certification requirement document. https://rworld.ricoh-usa.com/docs/DOC-766716

Ricoh is an EEO/Affirmative Action Employer -- Minorities/Women/Protected Veterans/Disabled.

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