Copier Field Service Technician

Ricoh Americas Holdings•Lawrenceville, GA

About The Position

POSITION PROFILE The Field Specialist I, Advanced CIP requires advanced technology skills and the ability to work independently while providing strategic analysis and consultative support. This role supports the service, maintenance, repair, and development of solutions for a wide variety of company products and services. Responsibilities may also include new business support and additional solution-related functions as assigned. JOB DUTIES AND RESPONSIBILITIES Technical Perform advanced solution services including configuring, installing, troubleshooting, networking, maintaining, and training on a wide range of products and services. Act as a consultant and strategic professional by resolving complex and repetitive product issues. Lead technical problem-solving efforts and share best practices; instruct others on processes and demonstrate leadership in complex situations. Proactively identify volume-building opportunities that increase utilization of Ricoh equipment, supplies, and services. Assemble, adjust, maintain, and share expertise on products and equipment according to specifications and relevant documentation. Customer Services Understand and promote Ricoh support functions and offerings while anticipating and managing customer needs. Manage personal time and schedule effectively; assist others in coordinating multi-solution schedules. Build and maintain productive, professional relationships with customers and Ricoh personnel to support overall team success. Workload Management Execute all workload management and call-handling procedures in compliance with current field call management requirements. Deliver a full range of services including customer training, equipment and workflow observation, and solution presentations to improve operational methods. Administrative Maintain a full workload while meeting response times, repair times, quality objectives, and cost-control metrics. Comply with all company policies and complete administrative tasks accurately and on time. Perform assigned administrative duties, including maintaining required logs, processes, and reports. Accurately record all time and activity using approved tracking systems. Maintain assigned “car stock” and/or customer on-site inventory as required. Results Achieve expected productivity levels based on assigned workload and experience level. Actively participate in Ricoh Extra Value program opportunities (e.g., CS212) and bill accordingly. Perform other duties as assigned.

Requirements

Valid state driver’s license and minimum auto insurance coverage per Ricoh policy.
High school diploma required
Must meet the requirements outlined in the Technology Services Training Role Inventory and Certification Program for the assigned role.
Certification requirements can be found here:

Nice To Haves

coursework or experience in computers, electronics, mechanics, basic networking, connectivity, and printing software preferred.

Responsibilities

Perform advanced solution services including configuring, installing, troubleshooting, networking, maintaining, and training on a wide range of products and services.
Act as a consultant and strategic professional by resolving complex and repetitive product issues.
Lead technical problem-solving efforts and share best practices; instruct others on processes and demonstrate leadership in complex situations.
Proactively identify volume-building opportunities that increase utilization of Ricoh equipment, supplies, and services.
Assemble, adjust, maintain, and share expertise on products and equipment according to specifications and relevant documentation.
Understand and promote Ricoh support functions and offerings while anticipating and managing customer needs.
Manage personal time and schedule effectively; assist others in coordinating multi-solution schedules.
Build and maintain productive, professional relationships with customers and Ricoh personnel to support overall team success.
Execute all workload management and call-handling procedures in compliance with current field call management requirements.
Deliver a full range of services including customer training, equipment and workflow observation, and solution presentations to improve operational methods.
Maintain a full workload while meeting response times, repair times, quality objectives, and cost-control metrics.
Comply with all company policies and complete administrative tasks accurately and on time.
Perform assigned administrative duties, including maintaining required logs, processes, and reports.
Accurately record all time and activity using approved tracking systems.
Maintain assigned “car stock” and/or customer on-site inventory as required.
Achieve expected productivity levels based on assigned workload and experience level.
Actively participate in Ricoh Extra Value program opportunities (e.g., CS212) and bill accordingly.
Perform other duties as assigned.