Consultant II, Product Support Technical Support

Ricoh Americas Holdings•Tucker, GA

11h•Onsite

About The Position

This position supports color production digital products and their associated connected environments, encompassing both hardware and software. Depending on the region's installed base of color production equipment, the role may also involve providing technical support for High Volume (Segment 6) or Printing Systems. The Consultant II specializes in delivering Region-level hardware and software support for color production products, and potentially other Image Systems products. Key responsibilities include providing remote and on-site technical direction and diagnostic assistance to service technicians for complex or unusual hardware or software issues. This role serves as the Level 1 link in the problem escalation and resolution process, and acts as the Region's communication channel for critical technical information.

Requirements

Technical and quantitative skills typically gained through completion of formal training
4+ years of related experience including a minimum of 1 year of experience as an Image Systems Technician
Basic Connectivity (IBC) certification and other product-related competencies
Currently servicing color products at least 50% of time
Valid state driver's license
Minimum level of auto insurance coverage per company policy for positions entailing extensive use of personal car while on company business
Knowledge of computer operating systems
Knowledge of network design, implementation and servicing
Familiarity with a wide range of software applications
Regular written and verbal communications with vendors of hardware and software to gain further technical knowledge of applications
Excellent diagnostic, problem-solving and technical skills
Strong interpersonal and verbal communications skills
Excellent customer service skills including ability to follow up to ensure closure of issues
Ability to effectively communicate with customers on complex subjects
Ability to read and comprehend written technical information in the form of technical manuals, parts books and relevant publications in support of the service of digitized output devices
Ability to convey technical information through training seminars, written, or verbal communication
Ability to write, assemble and distribute technical information relative to connectivity

Responsibilities

Specializes in providing Region level hardware and software support for the color production products
May provide same support for other Image Systems products as well
Provides remote and on-site technical direction and diagnostic assistance to service technicians in resolving complex or unusual hardware or software failures or problems
Serves as the Level 1 link in the problem escalation & resolution process
Serves as the Region communication link for disseminating critical technical information
Provides Region level specialist support
Serves as the Region Level 1 support link for all production color related technical issues
Delivers support both in person and by phone
Communicates regularly with Help Desk regarding new technical problems and fixes
Conducts technical seminars focusing on enhancing knowledge/skill level of service technicians
Attends manufacturer/vendor technical seminars and communicates with service technicians, sales and customers concerning training, product support and technological changes
Participates in PC Installations as much as possible, with special emphasis on assisting recently trained PC technicians
Distributes technical information to service technicians and service management as required
Serves as a role model and exhibits professional appearance and behavior at all times, under the most difficult situations
Proactively seeks ways to improve product reliability, customer satisfaction, CST skills and knowledge and aftermarket financial results
Analyzes equipment performance reports and makes appropriate recommendations to management
Manages Territory
Provides emergency call back-up support in unusual circumstances
Effectively executes any required territory management and call handling procedures
Works closely with sales to maximize base growth opportunities
Assumes responsibilities of Field Service Manager as required
Maintains and manages own parts inventory with a high degree of accuracy
Completes all required administrative tasks in an accurate and timely manner
Available to work shifts, stand-by, and/or on-call as required
Complies will all company policies
Effectively handles communications, and 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 company personnel
Responsible for maintaining a "car stock" inventory with a value of $1,000 to $6,000
Performs other duties as assigned