Field Service Technician CIP

Ricoh•Salem, OR

3d•Onsite

About The Position

The Field Service Technician provides advanced technical services, strategic analysis, and consultative support for a wide range of company products and services. The role independently configures, installs, troubleshoots, networks, maintains, and repairs equipment; develops solutions; trains customers; and supports new business and other assigned functions. The technician may lead technical problem-solving efforts, guide others through processes, and help address complex or recurring issues. The position works on-site in a warehouse print facility on the second shift. Duties also include managing service calls and schedules, maintaining customer relationships, documenting work and time, meeting service and productivity objectives, and maintaining assigned vehicle stock or customer-site inventory. Occasional overnight travel, overtime, shift work, standby, or on-call work may be required. The role involves physical work such as moving wheeled objects up to 400 pounds, lifting and carrying up to 50 pounds, and frequent bending, stooping, squatting, kneeling, and ladder use.

Requirements

High school diploma.
Valid state driver's license and minimum auto insurance coverage required by Ricoh policy for positions involving extensive personal-car use for company business.
Meet the Technology Services Training Role Inventory and Certification Program requirements for the assigned role, as defined by the manager.
Goal-oriented, self-motivated, and committed to ongoing personal development and the development of others.
Able to handle highly confidential information effectively.
Advanced multitasking and prioritization skills.
Ability to identify problems and opportunities and develop solutions.
Organizational, interpersonal, and verbal communication skills.
Ability to avoid and resolve conflict effectively and maintain professionalism in difficult circumstances.
Ability to overcome significant technical, customer, and logistical obstacles.
Advanced use of Microsoft Office applications, computers, mobile technology, and related applications or systems.
Ability to move wheeled objects up to 400 pounds and lift and carry objects up to 50 pounds.
Ability to frequently stoop, bend, squat, kneel, and use a ladder to service equipment at floor level, on racks, or above shoulder height.
Dexterity for regular use of a calculator, keyboard, hand tools, and eye-hand coordination.

Nice To Haves

Completed coursework and experience involving computers, electronics, mechanics, basic networking, basic connectivity, and printing software applications.

Responsibilities

Configure, install, troubleshoot, network, maintain, and train on products and services within the assigned area of expertise.
Provide consultative and strategic support, resolve complex product issues, and address recurring problems.
Lead technical or other problem-sharing efforts, explain processes, and demonstrate leadership in complex situations.
Seek opportunities to increase utilization of Ricoh equipment, supplies, and services.
Assemble, adjust, and maintain products and equipment according to specifications and relevant documentation.
Promote Ricoh support functions and offerings, anticipate customer needs, and manage those needs across area levels.
Manage personal time and schedule and assist others with scheduling for multiple solutions.
Maintain productive, professional relationships with customers and Ricoh personnel and contribute to team success.
Follow workload-management and call-handling procedures using current field call-management requirements.
Provide customer training, observe equipment and workflows, and present solutions to improve methods.
Maintain a full workload and meet applicable response-time, repair-time, quality, and cost-control objectives.
Comply with company policies and complete administrative tasks, logs, processes, and reports accurately and on time.
Record all time and activity through the appropriate tracking system.
Maintain assigned vehicle stock and/or customer-site inventory as needed.
Achieve expected productivity for the assigned workload and experience level.
Participate in Ricoh Extra Value program opportunities as defined and bill accordingly.
Perform other duties as assigned.