Field Specialist I, Customer Liaison

Ricoh Americas Holdings•Richmond, VA

6d•Hybrid

About The Position

The Field Specialist I, Customer Liaison position is assigned to key customer sites. In addition to delivering certain contracted services, this position is responsible for interfacing with the client to determine the best way to meet current and future needs and for building a positive relationship with the customer in order to grow the account. May have on-site/off-site or third-party job coordination and/or job consulting responsibility. Position is responsible for supporting the marketing efforts of Ricoh services to external customers and with day-to-day support on projects. Will maintain a high level of customer interaction with a focus on growing volume and new business for the site. In some cases, this position may also be responsible for technical support for equipment, production and job requirements. This is an exempt position that requires specific customer knowledge. In addition, this position is responsible for providing fleet support and management for customer print and imaging environments, serving as a technical resource for equipment and service-related issues, and leading or coordinating customer projects from initiation through completion. The role partners with internal and external stakeholders to ensure successful implementation of solutions, ongoing operational efficiency, and achievement of customer objectives.

Requirements

BA/BS preferred or equivalent experience.
3-5 years related field experience.
Proficient in PowerPoint and able to create professional, executive presentations.
Customer Service experience is required.
Possesses excellent written and verbal communication skills and ability to problem-solve.
Possesses excellent prioritization and organization skills and ability to multitask.
Ability to effectively communicate with both external and internal customers and stakeholder.

Nice To Haves

Experience with digital marketing and graphic design preferred.
Requires experience in operation of the most advanced machines, performing complex jobs.
Creative, out-of-the-box thinker

Responsibilities

Enhances product knowledge through regularly scheduled training sessions.
Supports marketing campaigns and promotional offers to help optimize revenue
Interface with customers to manage higher-level work or job requirements requiring a specific production knowledge or skill.
May serve as on-site/off-site sales coordinator.
Serves customers by providing product and service information and resolving product and service problems.
Resolves product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
Maintains financial accounts by processing customer adjustments.
Recommends potential products or services to management by collecting customer information and analyzing customer needs.
Prepares product or service reports by collecting and analyzing customer information.
Liaison between internal stakeholders, marketing team, and external stakeholders to gather information, communicate information, and ensure overall communication flow profiles within an account.
Provides fleet support and oversight for customer print, imaging, and related technology environments, including utilization monitoring, performance optimization, and issue escalation management.
Acts as a technical support resource by troubleshooting hardware, software, connectivity, and workflow-related issues; coordinates with service teams to ensure timely resolution.
Manages customer-facing projects, including planning, scheduling, coordinating resources, tracking milestones, communicating status updates, and ensuring successful project delivery.
Performs other duties as assigned