Field Specialist I, Advanced CIP

Ricoh Americas Holdings•Exton, IN

About The Position

The Field Specialist I, Advanced CIP provides advanced technical services and consultative support for a wide variety of company products and services. The role works independently to configure, install, troubleshoot, network, maintain, and repair equipment; resolve complex and recurring issues; and develop solutions. It also supports customer training, workflow observation, solution presentations, and opportunities to increase the use of Ricoh equipment, supplies, and services. The specialist may lead technical problem-solving efforts and assist others with processes and workload coordination. The position manages its own schedule and workload, follows field call-management procedures, meets response, repair, quality, productivity, and cost-control objectives, and completes required administrative records and reports. It requires extensive travel between customer locations, occasional overnight travel, and work in varied weather and sometimes outdoors. Shift work, overtime, standby, and on-call duty 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 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.
Advanced use of Microsoft Office applications, computers, mobile technology, and associated applications or systems.
Goal-oriented, self-motivated, and committed to ongoing self-development and developing others.
Able to handle highly confidential information effectively.
Advanced multitasking and prioritization skills.
Able to identify problems and opportunities and develop solutions.
Organizational, interpersonal, and verbal communication skills.
Able to avoid and resolve conflict effectively and maintain professionalism in difficult circumstances.
Able to overcome significant technical, customer, and logistical obstacles.
Able to travel extensively by automobile between customer locations; some assignments may involve extensive walking within a limited urban area.
Able to travel in a wide variety of weather conditions and work outdoors at times.
Able to move wheeled objects up to 400 pounds and lift and carry objects weighing up to 50 pounds.
Able to frequently stoop, bend, squat, and kneel to service equipment at floor level, on racks, or above shoulder height using a ladder.
Dexterity for regular use of a calculator, keyboard, hand tools, and eye-hand coordination.
Able to work shifts, overtime, standby, and/or on-call when required.
Able to work under periodic stress related to deadlines, performance expectations, increased service-call volume, and occasional contact with dissatisfied customers.

Nice To Haves

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

Responsibilities

Configure, install, troubleshoot, network, maintain, and train customers on products and services within the assigned area of expertise.
Consult on technical issues, resolve complex product problems and recurring issues, and develop solutions.
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, maintain, and share expertise on products and equipment according to specifications and relevant documentation.
Promote Ricoh support functions and offerings and anticipate and manage customer needs.
Manage personal time and schedule and assist others with scheduling across multiple solutions.
Maintain productive, professional relationships with customers and Ricoh personnel and contribute to team success.
Follow workload-management and call-handling procedures.
Provide customer training, observe equipment and workflows, and present solutions for improved methods.
Meet workload, response-time, repair-time, quality, productivity, and cost-control objectives.
Comply with company policies and complete assigned administrative tasks, logs, processes, and reports accurately and on time.
Record time and activity through the proper tracking system.
Maintain car stock or customer on-site inventory when assigned or necessary.
Participate in Ricoh Extra Value program opportunities and bill accordingly.
Perform other duties as assigned.