Field Specialist, Field Services Support CIP

Ricoh Americas Holdings•Tempe, CA

17h

About The Position

Description Core Purpose of the Role This position is designed for someone who can operate independently as a technical specialist , handling installation, configuration, troubleshooting, and customer training across a range of Ricoh products and solutions. It’s a hybrid of technician, trainer, workflow consultant, and customer‑relationship manager. Technical Responsibilities Handle multi‑solution service work: installation, configuration, networking, maintenance, and troubleshooting. Train customers on equipment, software, and workflow improvements. Collect and analyze technical data to improve service performance across the region. Identify opportunities to increase usage of Ricoh products and services. Maintain deep expertise in assigned product lines and occasionally act as team lead. Perform equipment adjustments, repairs, and operational checks according to documentation. Customer Service Expectations Represent Ricoh professionally in all customer interactions. Build strong, productive relationships with customers and internal teams. Anticipate customer needs and promote Ricoh support offerings. Provide workflow observations and solution recommendations. Workload & Administrative Duties Meet response‑time, repair‑time, quality, and cost‑control metrics. Follow all call‑handling and workload‑management procedures. Complete logs, reports, and administrative tasks accurately and on time. Track all time and activities in the required systems. Maintain car stock or on‑site inventory as assigned. Performance Expectations Achieve productivity targets aligned with experience level. Participate in Ricoh Extra Value programs (e.g., CS212). Perform additional duties as assigned.

Requirements

Valid driver’s license and required auto insurance.
High school diploma required; technical coursework in computers, electronics, mechanics, networking, or printing software preferred.
Must meet Ricoh’s Technology Services Training and Certification requirements.
Proficiency with Microsoft Office and mobile/connected technologies.
Strong multitasking and prioritization abilities.
Excellent communication and organizational skills.
Ability to handle confidential information.
Problem‑solving mindset with a focus on identifying opportunities.
Professionalism under pressure and in challenging situations.
Commitment to self‑development and mentoring others.

Nice To Haves

technical coursework in computers, electronics, mechanics, networking, or printing software preferred.

Responsibilities

Handle multi‑solution service work: installation, configuration, networking, maintenance, and troubleshooting.
Train customers on equipment, software, and workflow improvements.
Collect and analyze technical data to improve service performance across the region.
Identify opportunities to increase usage of Ricoh products and services.
Maintain deep expertise in assigned product lines and occasionally act as team lead.
Perform equipment adjustments, repairs, and operational checks according to documentation.
Represent Ricoh professionally in all customer interactions.
Build strong, productive relationships with customers and internal teams.
Anticipate customer needs and promote Ricoh support offerings.
Provide workflow observations and solution recommendations.
Meet response‑time, repair‑time, quality, and cost‑control metrics.
Follow all call‑handling and workload‑management procedures.
Complete logs, reports, and administrative tasks accurately and on time.
Track all time and activities in the required systems.
Maintain car stock or on‑site inventory as assigned.
Achieve productivity targets aligned with experience level.
Participate in Ricoh Extra Value programs (e.g., CS212).
Perform additional duties as assigned.