Field Specialist I, Advanced CIP

 

Position Profile

This position requires advanced technology skills to work independently, providing strategic analysis and consultative support to service, maintain, repair, and develop solutions for a wide variety of company products and services. It also includes new business and other various support and solution functions as developed or assigned.

Job Duties and Responsibilities

Technical:

Perform advanced solutions services, including configuring, installing, troubleshooting, maintaining, and training on large production copiers and a wide variety of products and services. Act as a consultant/strategic professional, solving high-end product and repetitive problems/issues. Lead others in technical or problem-sharing efforts, instructing on processes and demonstrating leadership in handling complex situations. Proactively seek volume-building opportunities that result in increased utilization of Ricoh equipment, supplies, and services. Assemble, adjust, maintain, and share expertise on products according to specifications and relevant documentation/instruction.

Customer Services:

Understand and promote Ricoh's support functions and offerings, anticipating and managing customer needs across area levels. Manage own time and schedule, assisting others in support of multiple solutions. Maintain and lead productive, professional relationships with all customers and Ricoh personnel, contributing to the overall success of the team.

Manage Workload:

Execute all required workload management and call handling procedures, using current field call management requirements. Perform a full range of services, including customer training, equipment and workflow observation, and solution presentation for improved methods.

Administrative:

Maintain a full workload, meeting appropriate response times, repair times, quality objectives, and cost control metrics. Comply with all company policies and complete administrative tasks accurately and timely, assisting others in their application. Perform administrative duties as assigned, including maintaining required logs, processes, and reports. Account for all time and activity by recording information through the proper tracking system. Maintain a "car stock" and/or customer on-site inventory as assigned/necessary.

Results:

Achieve expected productivity levels associated with assigned workload and level of experience. Actively participate in Ricoh Extra Value program opportunities and bill accordingly. Perform other duties as assigned.

Qualifications (Education, Experience, and Certifications):

Valid state driver's license and minimum level of auto insurance coverage per Ricoh policy for positions entailing extensive use of a personal car while on company business. High school diploma required. Classes and experience involving computers, electronics, mechanics, basic network, and basic connectivity and printing software application desired. Meet 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 document: Certification Requirement Document.

Knowledge, Skills, and Abilities:

Goal-oriented, self-motivated, and committed to ongoing self-development and the development of others. Effectively handle information of a highly confidential nature. Possess advanced multi-tasking and prioritizing skills. Identify problems, opportunities, and develop solutions. Possess required organizational, interpersonal, and verbal communication skills. Adept at avoiding and resolving conflict effectively, displaying a high level of professionalism in difficult circumstances. Requires advanced use of Microsoft Office applications and the use of computers, mobile technology, and associated systems.

Working Conditions, Mental and Physical Demands:

Extensive daily travel in an automobile between customer locations is usually required. Assignment at a customer's site or a "walking work area" within a limited urban area might require extensive travel by foot. All travel may be required in a wide variety of weather conditions, including working outdoors at times. Occasional overnight travel may be required. May be required to move objects on wheels up to 400 pounds and lift and carry objects that weigh up to 50 pounds. Frequent stooping, bending, squatting, and kneeling are required to service equipment at floor level, on racks, or above shoulder height using a ladder. Requires dexterity for regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination). Shift work, overtime, stand-by, and/or on-call may be required. Work has periodic stress related to deadlines, performance expectations, and an increased volume of service calls placed, with occasional contact with dissatisfied customers.

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 conditions associated with a job.