Field Specialist I, Advanced CIP

Ricoh • Indianapolis, IN

5d

About The Position

The Field Specialist I, Advanced CIP uses advanced technology skills to work independently, providing strategic analysis and consultative support to service, maintain, repair, and develop solutions for a wide variety of company products and services. The role also supports new business and other functions as developed or assigned.

The specialist performs advanced configuration, installation, troubleshooting, networking, maintenance, and training within their area of expertise. They act as a consultant and strategic professional, address complex and recurring technical issues, lead technical problem-solving efforts, and instruct others on processes. The position includes customer relationship management, workload and call handling, equipment and workflow observation, customer training, solution presentation, administrative and inventory responsibilities, and achievement of productivity and service objectives.

The role typically involves extensive daily travel between customer locations, occasional overnight travel, and may include outdoor work. Physical requirements include moving wheeled objects up to 400 pounds, lifting and carrying up to 50 pounds, and frequent bending, stooping, squatting, kneeling, and ladder use. Shift work, overtime, standby, and on-call work may be required.

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 on company business.
• Meet the Technology Services Training Role Inventory and Certification Program requirements for the assigned role, as defined by the manager.
• Advanced use of Microsoft Office applications, computers, mobile technology, and associated applications and/or systems.
• Advanced multitasking and prioritization skills; ability to identify problems and opportunities and develop solutions.
• Organizational, interpersonal, and verbal communication skills.
• Ability to handle highly confidential information effectively.
• Goal-oriented, self-motivated, committed to ongoing self-development and development of others, and able to manage conflict professionally and overcome technical, customer, and logistical obstacles.
• Ability to travel extensively by automobile between customer locations; travel by foot, work outdoors, and travel overnight occasionally as required.
• Ability to move wheeled objects up to 400 pounds and lift and carry objects weighing up to 50 pounds; frequent stooping, bending, squatting, kneeling, and ladder use are required.
• Dexterity for regular use of a calculator, keyboard, and hand tools, with eye-hand coordination.
• Availability for shift work, overtime, standby, and/or on-call work as 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 a wide variety of products and services within the assigned area of expertise.
• Serve as a consultant and strategic professional, solving high-end product problems and recurring issues.
• Lead technical and 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 or instructions, and share expertise with others.
• Promote Ricoh support functions and offerings, anticipate customer needs, and manage those needs across area levels.
• Manage personal time and schedules and assist others with coordinating time and schedules across 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 for improved methods.
• Maintain a full workload and meet applicable response-time, repair-time, quality, and cost-control objectives.
• Follow company policies and complete administrative tasks, logs, processes, and reports accurately and on time; assist others with applying procedures.
• Record time and activity through the appropriate tracking system.
• Maintain assigned car stock and/or customer-site inventory as needed.
• Achieve expected productivity levels for the assigned workload and experience level.
• Participate in Ricoh Extra Value program opportunities as defined and bill accordingly.
• Perform other duties as assigned.

Benefits

• Medical, dental, life, and disability insurance options.
• Retirement Savings Plan (401K).
• Health Savings Account (HSA).
• Flexible Spending Account (FSA).
• Team member tuition assistance programs.
• Paid vacation time.
• Paid holidays.
• Additional health, wellness, and personal and professional development benefits.

What This Job Offers

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