Field Specialist, Field Services Support CIP

Ricoh • Melville, NY

6d

About The Position

This position requires multi-specialist technology level skills to work
independently as a product/services solution's specialist in servicing or
training on certain business support for multi-solutions work area
needs/offerings. Serves as the primary resource providing service/training
solutions and mentoring on products and services. Also includes new business and
other various support and solution functions as developed or assigned.

JOB DUTIES AND RESPONSIBILITIES Technical
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 products
and services.
Collects, measures, records, processes, and analyzes complex data. Applies
results to support service improvement area wide.
Proactively seeks volume building and product/process upgrade opportunities
that result in increased utilization of Ricoh equipment, supplies and
services.
Assembles/adjusts/maintains/shares expertise on products according to specs,
and/or relevant documentation/instruction. Performs the same for equipment
operations.
Demonstrates high level of proficiency in their area of expertise as well as
taking on a team lead /coordinator role as needed/directed.
Performs a full range of services including customer training, equipment and
workflow observation, and solution presentation for improved methods.

Customer Services
Understands and promotes Ricoh's support functions and offerings,
anticipates, and manages customer needs.
Displays professionalism in interactions with all customers. Maintains and
leads productive, professional relationships with all customers and Ricoh
personnel and contributes to the overall success of the team.

Manage Workload
Maintains a full workload, meeting appropriate response times, repair times,
quality objectives and cost control metrics.
Effectively executes all required workload management and call handling
procedures, using current field call management requirements.

Administrative
Complies with all company policies and completes administrative tasks in an
accurate and timely manner.
Performs administrative duties as assigned including maintaining required
logs, processes and reports.
Completes all required administrative tasks in an accurate and timely manner.
Accounts for all time and activity by recording information through the
proper tracking system.
Responsible for maintaining a "car stock" and/or customer on-site inventory
as assigned/necessary.

Results
Achieves expected productivity levels associated with assigned workload and
level of experience.
Actively participates in Ricoh Extra Value program opportunities as defined,
(CS212, etc) and bills accordingly.
Performs other duties as assigned.

Requirements

• Requires a valid state driver's license and minimum level of auto insurance coverage per Ricoh policy for positions entailing extensive use of personal car while on company business.
• Requires high school diploma. Completed classes and experience involving computers, electronics, mechanics, basic network and basic connectivity and printing software application is desired.
• Meets the requirements listed in the Technology Services Training Role Inventory and Certification Program for the assigned role as defined by the manager.
• Goal orientated, self-motivated and committed to ongoing self-development and the development of others.
• Handles information of a highly confidential nature.
• Possesses excellent multi-tasking and prioritizing skills.
• Identifies problems, opportunities and develops solutions.
• Possesses excellent organizational, interpersonal, and verbal communication skills.
• Displays a high level of professionalism in the most difficult circumstances; demonstrates the ability to overcome considerable technical, customer and logistical obstacles.
• Requires proficient familiarity in use of Microsoft Office computer application programs and the use of computers, mobile technology, and associated applications and / or systems.

Responsibilities

• 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 products and services.
• Collects, measures, records, processes, and analyzes complex data. Applies results to support service improvement area wide.
• Proactively seeks volume building and product/process upgrade opportunities that result in increased utilization of Ricoh equipment, supplies and services.
• Assembles/adjusts/maintains/shares expertise on products according to specs, and/or relevant documentation/instruction. Performs the same for equipment operations.
• Demonstrates high level of proficiency in their area of expertise as well as taking on a team lead /coordinator role as needed/directed.
• Performs a full range of services including customer training, equipment and workflow observation, and solution presentation for improved methods.
• Understands and promotes Ricoh's support functions and offerings, anticipates, and manages customer needs.
• Maintains a full workload, meeting appropriate response times, repair times, quality objectives and cost control metrics.
• Effectively executes all required workload management and call handling procedures, using current field call management requirements.
• Complies with all company policies and completes administrative tasks in an accurate and timely manner.
• Performs administrative duties as assigned including maintaining required logs, processes and reports.
• Accounts for all time and activity by recording information through the proper tracking system.
• Responsible for maintaining a "car stock" and/or customer on-site inventory as assigned/necessary.
• Achieves expected productivity levels associated with assigned workload and level of experience.
• Actively participates in Ricoh Extra Value program opportunities as defined, (CS212, etc) and bills accordingly.
• Performs other duties as assigned.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED