Field Specialist I, Advanced Product Technical Support

Ricoh • Duluth, GA

19h • Onsite

About The Position

Provides telephone "hotline" product technical service support in a call center environment to dealers, field technicians, VARs, OEMs and/or end user customers. Ensures high-level customer (caller) satisfaction by analyzing problems pertaining to malfunctioning electro/mechanical equipment, computer equipment, or software applications, identifying problem areas and recommending corrective action. Utilizes sophisticated diagnostic tools, service aids, product schematics, and all other available product information in the assessment and resolution of called-in equipment failures or issues. As needed, may replicate caller's equipment failure situation in a test laboratory, to aid in the diagnosis and ultimately step the caller through the resolution procedures. On occasion, may also provide pre-sales technical expertise to the sales team as needed, remotely assessing potential customer's application/business needs.

Requirements

• High school diploma or equivalent and BS Degree, technical school graduate, electronics training, or equivalent experience
• 5 or more years of directly related professional service repair and maintenance experience in office automation industry is required as well as 1 year as a Product Support Specialist or equivalent
• Required Certifications: (Two of the following Certs needed): HDI Customer Service Representative, CompTIA A+, CompTIA Network+
• Displays proficient verbal and written communication skills suitable for assessing the issues and relating course of action. Able to communicate effectively with individuals who are under stress or who are themselves poor communicators.
• Queries and listens to determine underlying issue(s).
• Able to make sound decisions, with minimum complaints and rework, when precedents are typically available but in situations that fall outside the norm.
• Requires proficient typing skills.
• Possesses advanced methodical approach skills in resolving problems.
• Possesses excellent customer service skills, including ability to follow up to ensure closure of issues.
• Possesses initiative and ability to be highly self-motivated.
• Possesses ability to read and understand technical documentation, manuals and electrical diagrams.
• A high level of dexterity is required in the regular use of a variety of hand tools. These tools will include, but are not limited to, screwdrivers, pliers, wrenches, and electronic testing equipment. There is an emphasis on fine-motor skills for work on small electronic and mechanical components.

Nice To Haves

• Additional certifications may be necessary based on product or technology specific work, i.e.: CNA, CNE, MCP, MCSE, CDIA+, etc.

Responsibilities

• Responds to incoming support calls (i.e. telephone, voicemail, email) in a timely, professional manner. Evaluates the caller's issue and then gives assistance utilizing the appropriate support information and documentation.
• Assumes full ownership of incoming support requests. Escalates and follows up as needed to ensure fastest possible resolution.
• Makes entries for incoming issues and all activities that pertain to any existing issues within the call database software. Entries are accurate, detailed, and include all required fields.
• Continually monitors phone, email, and voicemail queues and notifies team when attention is required.
• Escalates cases when appropriate, determining the most effective solution to a problem. Tracks cases until they are resolved.
• Completes all required administrative tasks in an accurate and timely manner.
• Develops hardware, software, or product specific technical service solutions to a variety of problems of moderate scope and complexity.
• Maintains and updates existing documentation, ensuring accuracy and relevance. Makes recommendations and assists with updating and developing new documentation.
• Utilizes correct escalation procedures on all irresolvable issues outside the range of his/her expertise.
• Reviews all technical information pertaining to supported products, including new and updated information as it becomes available.
• Independently conducts tests in controlled lab environment to duplicate and resolve issues.
• Uses available lab equipment and other resources to effectively troubleshoot issues. Returns resources to proper working condition when through.
• Performs repair and preventative maintenance on all assigned lab equipment and software.
• As new lab equipment and software are added, actively guides team members in installation and setup and supports them in the maintenance and upkeep.
• Researches and tests recurring issues on assigned products, creating any needed documentation (i.e. change request, field bulletins or procedures) for approval. Actively participates in the testing or debugging of network-related issues, assuring closure or proper escalation as required.
• Resolve issues where precedents are available and often when unavailable.
• Attends and satisfactorily completes assigned training.
• Assists in the development and enactment of internal training.
• Responsible for the maintenance and safekeeping of a Laptop computer and other assigned company property.
• Maintains up to date hard copy and electronic documentation on all supported products.
• Installs and maintains current software on assigned workstation.
• 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: Associate degree