Engineer II, Implementer

POSITION PROFILE

The Engineer II, Implementation is the technical lead for both the pre and post sales implementation of Ricoh's solutions portfolio. The Engineer’s primary role includes the implementation of Ricoh’s hardware and enablement software portfolio. The Engineer will be required to have benchmark levels of expertise in the hardware and enablement portfolio including a basic knowledge of the overall software suite of technologies.

The Engineer is a key member to the account team and is expected to be the customers' trusted advisor throughout the customer life cycle. The Engineer will be engaged in a sales cycle to assess the customer’s hardware requirements, demonstrate solutions, assist in creating a return on investment, provide basic project management during implementation and train the customer. The primary focus of this role is to integrate hardware and enablement software solutions that improves a customer’s workflow, reduces cost and drives 100% customer satisfaction during solution implementation.

JOB DUTIES AND RESPONSIBILITIES

· Achievement of assigned professional services and software revenue targets

· Support Ricoh Sales in the achievement of equipment unit and revenue targets

· Achievement of assigned non-financial KPI’s including pre-sales calls, enablement software demos, and post-sale customer satisfaction follow up meetings. The Engineer KPI utilization mix is 20% pre-sales and 80% post sales implementation.

· Achieves subject matter expert status on the Ricoh defined Enablement Software Portfolio

· Has an understanding of the products and concepts within the Ricoh defined Standalone Software Portfolio

· Responsible for the development and management of customer Statement of Work through customer acceptance

· Early involvement in the sales process with assigned Sales Reps to evaluate prospective customer needs and to assist with account sales strategy development

· Assists in the proposal and closing of the sale of solutions that impact the customer’s workflow

· Drives post-sales implementation follow-up independent of Sales with goal of ensuring 100% customer satisfaction and uncovering additional workflow and application opportunities. Goal being to drive additional services revenue and print volume through new applications.

· Applies a consultative approach to analyze and document customer requirements via the Needs Analysis Document. Architects integrated hardware and software solutions that meet customer business goals and technical requirements.

· Project Manages solutions implementation projects and coordinates with Ricoh, customer, and third-party resources. Ensures seamless transition from installation to post-install field service support.

· Responsible to secure customer acceptance of the solution implementation plan

· Responsible for ongoing personal sales, technical, and business skill development through the attainment of appropriate certifications and attendance at training

· Maintains knowledge of industry and competitive developments as applicable to local markets and position responsibilities.

· Continued Education on a broad array of solutions enablers and goal to become a subject matter expert in data streams, workflow, finishing, VDP, Web2Print, etc.

QUALIFICATIONS (Education, Experience and Certifications)

Typically Required:

· Bachelor’s degree in computer science / information technology or equivalent experience

· Minimum of 2 years’ experience in printing pre-sales and post-sales services and solutions implementation in environments and/or industry related experience

· Strong face to face customer selling, negotiation, and relationship skills.

· Must meet requirements of Ricoh’s 5 Floor Certification training and development program for IE job type

· Must complete Fiery Professional Certification within first 6 months of employment

· Must Complete Assigned Courses from EFI E-learning and obtain certificates within first year of employment

· Must complete CMP Certification through IDE Alliance within first year of employment

KNOWLEDGE, SKILLS AND ABILITIES

· Must be able to work independently and be an intuitive and creative thinker

· Proven problem analysis and resolution skills

· Proven knowledge of sales cycle methodologies, processes, and techniques

· Demonstrated strength in SOW and technical writing

· Demonstrated strength in presentation skills

· Knowledge of Color

· Knowledge of host printing and data center environments

· Knowledge of print on demand and transactional print environments

· Understanding of a variety of print description languages including AFP, Metacode, LCDS, Postscript, PDF, and PCL.

· Understanding of print applications, workflow, and workflow solutions

· Knowledge of book publishing and direct mail a plus.

· Knowledge of Xerox Free Flow and Oce Prisma a plus.

· Networking experience that includes WAN/LAN, TCPIP and network administration

· Knowledge of Windows and MAC operating systems.

· Knowledge of Windows and MAC server environments

· Proficient with Microsoft Office and MAC applications

· Demonstrates ability to work with diverse teams to formulate account strategy

· Strong interpersonal, time management and organizational skills.

· Ability to travel

WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS

· Work has cyclical stress due to monthly sales and revenue goals and deadlines. The position also has daily stress due to high pressure and “real time” 24 x7” nature of the print environment.

· Responsible for the daily management of assigned territories and objectives. Must be able to independently prioritize and address workload demands including conflict resolution and work and travel outside of normal business hours.

· Requires routine travel within and between Marketplaces.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working