Field Specialist I, Advanced CIP

Ricoh • Mead, WA

9d • $56,444 - $76,925

About The Position

The Field Specialist I, Advanced CIP provides advanced technology services independently, including 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 initiatives and performs other support and solution functions as developed or assigned.

The specialist configures, installs, troubleshoots, networks, maintains, and trains customers on products and services; resolves complex and recurring issues; and leads technical problem-solving and knowledge-sharing. The position manages customer relationships and service schedules, performs customer training and workflow observations, and presents solutions for improved methods. It also manages assigned workload, service calls, administrative records, inventory, and productivity and quality objectives. Extensive daily travel between customer locations is typically required, and occasional overnight travel may be needed. Shift work, overtime, standby, or on-call responsibilities may also 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-vehicle use for company business.
• Meet the Technology Services Training Role Inventory and Certification Program requirements for the assigned role, as defined by management.
• Advanced proficiency with Microsoft Office applications, computers, mobile technology, and associated applications and/or systems.
• Goal-oriented, self-motivated, and committed to ongoing self-development and developing others.
• Ability to handle highly confidential information effectively.
• Advanced multitasking and prioritization skills.
• Ability to identify problems and opportunities and develop effective solutions.
• Strong organizational, interpersonal, and verbal communication skills.
• Ability to avoid and resolve conflict, remain professional in difficult circumstances, and overcome technical, customer, and logistical obstacles.
• Ability to travel extensively between customer locations; travel may involve walking, outdoor work, and varied weather conditions.
• Ability to move wheeled objects up to 400 pounds and lift or carry objects weighing up to 50 pounds.
• Ability to frequently stoop, bend, squat, and kneel, and to service equipment at floor level, on racks, or above shoulder height using a ladder.
• Dexterity and regular use of calculators, keyboards, and hand tools, with eye-hand coordination.
• Ability to meet potential shift-work, overtime, standby, and/or on-call responsibilities.

Nice To Haves

• Coursework and experience involving computers, electronics, mechanics, basic networking, connectivity, and printing software applications are preferred.

Responsibilities

• Configure, install, troubleshoot, network, maintain, and provide training on products and services within assigned areas of expertise.
• Provide consultative and strategic support and resolve complex product issues and recurring problems.
• Lead technical problem-solving and knowledge-sharing; 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 documentation.
• Promote Ricoh support functions and offerings, anticipate customer needs, and manage those needs across multiple levels.
• Manage personal time and schedule and assist others in coordinating multiple solutions and schedules.
• Maintain productive, professional relationships with customers and Ricoh personnel and contribute to team success.
• Execute 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 while meeting response-time, repair-time, quality, and cost-control objectives.
• Comply with company policies and complete administrative duties accurately and on time; assist others with their application.
• Maintain required logs, processes, and reports, and record time and activity using the proper tracking system.
• Maintain assigned or necessary car stock and/or customer on-site inventory.
• Achieve expected productivity levels and participate in Ricoh Extra Value program opportunities, billing accordingly.
• Perform other duties as assigned.

Benefits

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

What This Job Offers

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