Field Specialist, Field Services Support CIP
About The Position
The Field Specialist, Field Services Support CIP works independently as a multi-specialist technology and product/services solution specialist. The position provides service and training solutions, mentoring, and other business support across multiple solution areas. It may also support new business and other functions as developed or assigned. The role configures, installs, troubleshoots, networks, maintains, and provides training on a variety of products and services. It collects and analyzes complex data to support service improvements, identifies opportunities to increase utilization of Ricoh equipment and services, and provides customer training and workflow observations with recommendations for improved methods. The specialist may take on team lead or coordinator responsibilities as needed. The position manages a full workload and follows field call management procedures while meeting response, repair, quality, productivity, and cost-control expectations. It also completes administrative records and reports, tracks time and activity, and maintains assigned vehicle or customer-site inventory. Extensive travel between customer locations is usually required, with occasional overnight travel. Work may involve outdoor conditions, physical equipment handling, shift work, overtime, standby, or on-call duties.
Requirements
- High school diploma.
- Valid state driver's license and minimum auto insurance coverage required by Ricoh policy for positions involving extensive use of a personal vehicle on 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 self-development and development of others.
- Able to handle highly confidential information.
- Strong multitasking, prioritization, organizational, interpersonal, and verbal communication skills.
- Able to identify problems and opportunities and develop solutions.
- Professional under difficult circumstances and able to overcome technical, customer, and logistical obstacles.
- Proficient familiarity with Microsoft Office applications, computers, mobile technology, and associated applications or systems.
- Able to travel extensively by automobile between customer locations and, where applicable, travel extensively on foot within a limited urban work area.
- Able to move wheeled objects up to 400 pounds and lift and carry objects weighing up to 50 pounds.
- Able to perform frequent stooping, bending, squatting, and kneeling, and to 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.
- Willingness to work shifts, overtime, standby, or on-call when required.
Nice To Haves
- Completed classes and experience involving computers, electronics, mechanics, basic networking and connectivity, and printing software applications are desired.
Responsibilities
- Configure, install, troubleshoot, network, maintain, and train customers on products and services within the assigned area of expertise.
- Collect, measure, record, process, and analyze complex data, applying findings to support service improvement.
- Identify opportunities to build volume and upgrade products or processes to increase utilization of Ricoh equipment, supplies, and services.
- Assemble, adjust, maintain, and share expertise on products and equipment according to specifications and relevant documentation or instructions.
- Demonstrate proficiency in the assigned expertise area and perform team lead or coordinator duties as needed or directed.
- Provide customer training, observe equipment and workflows, and present solutions for improved methods.
- Promote Ricoh support functions and offerings, anticipate customer needs, and maintain professional relationships with customers and Ricoh personnel.
- Maintain a full workload and meet response-time, repair-time, quality, and cost-control objectives.
- Follow workload management and field call handling procedures.
- Comply with company policies and complete administrative tasks, logs, processes, and reports accurately and on time.
- Record time and activity through the proper tracking system.
- Maintain assigned car stock or customer-site inventory as necessary.
- Meet expected productivity levels, participate in Ricoh Extra Value program opportunities, and bill accordingly.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
