Field Services Advanced Specialist I Commercial Industrial Printers

Come Create at Ricoh If you are seeking a team driven by passion and purpose, come create with us at Ricoh.
We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success.
We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence.
Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide.
We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information—how it is collected, stored, managed, and shared—to unlock the potential in every organization.
We deliver services and technologies that inspire our customers' success and guide them toward a better and more sustainable future.
If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.
Invest in yourself At Ricoh, you can: Choose from a broad selection of medical, dental, life, and disability insurance options.
Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
Augment your education with team member tuition assistance programs.
Enjoy paid vacation time and paid holidays annually.
Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.
Requirements: JOB DUTIES AND RESPONSIBILITIES Technical • This position requires advanced-level technical skills to work independently to provide strategic analysis and consultative support to service, maintain, repair, and develop solutions for a wide variety of company products and services.
Also includes new business and other various support and solution functions as developed or assigned • Specializes in the service and repair of highly complex Service Advantage OEM partner equipment.
• Coordinates with Partner to successfully achieve mutually agreed to project metrics and KPI measurements.
• 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 OEM products and service • Provides a full range of servicing and repair service procedures including diagnostics, installation, calibration, preventative maintenance, removal, and retrofits on a core set of highly complex OEM products.
• Demonstrates high level of proficiency in their area of expertise as well as taking on a team lead /coordinator role as needed/directed.
• Achieves expected productivity levels associated with the assigned workload and level of experience.
• Is fully self-motivated and uses product knowledge and partner function (engineering, design, management) tools to collaborate across the team and beyond.
Customer Service • Effectively handles the most difficult customer situations.
• Acts as a communication link on unresolved technical problems/issues.
• Maintains and leads productive, professional relationships with all customers and Ricoh personnel and contributes to the overall success of the team.
• Proactively seeks continuous improvement in processes and customer experience.
Manage Workload • Effectively understands and executes all required workload management at independent Partner locations.
• Performs a full range of services including customer training, equipment, workflow observation, and solution presentation for improved methods.
• Effectively executes all required territory management and call handling procedures.
• Carries full or a majority of workload on Service Advantage partner products Administrative • Performs administrative duties as assigned in an accurate and timely manner.
• Accounts for all time and activity by recording information through Ricoh or partner-provided systems.
• Performs other duties as assigned.
• Performs administrative duties as assigned including maintaining required logs, and reports.
• Maintains a majority of Service Advantage workload, meeting appropriate response times, repair times, quality objectives, and cost control metrics for Ricoh and OEM partners.
QUALIFICATIONS (Education, Experience, and Certifications) Typically: • Industry Certifications – A+, Net+, Security+ preferred • 4-year degree or equivalent experience in Mechanical, Electrical, IT, Mechatronics, or Robotics fields.
• Strong computer IT skills in Server and Workstation Management, Cloud Administration, Linux systems, and VOIP.
• 2-4 years of Field Service experience is strongly preferred.
• Strong organization, communication, and interpersonal skills and ability to work on multiple tasks and projects.
Ability to lead projects and function in a team leader capacity.
• Requires a valid state driver's license and minimum level of auto insurance coverage per Ricoh policy for positions entailing extensive use of a company or personal vehicle while on company business • Requires high school diploma.
Completed classes and experience involving computers, electronics, mechanics, basic network and basic connectivity and printing software applicationis 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 document.
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