Field Specialist I, Advanced CIP

Ricoh Americas Holdings•Baltimore, MD

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 range of company products and services. The role also supports new business initiatives and performs other support and solution functions as assigned. The specialist provides technical services, customer support, workload management, and administrative support while meeting response-time, repair-time, quality, productivity, and cost-control expectations. The work involves extensive travel between customer locations and may include outdoor work, physical equipment handling, shift work, overtime, standby, or on-call responsibilities.

Requirements

High school diploma.
Valid state driver's license and the minimum auto insurance coverage required by Ricoh policy when extensive use of a personal vehicle for company business is involved.
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.
Strong multitasking, prioritization, organizational, interpersonal, and verbal communication skills.
Ability to handle highly confidential information effectively.
Ability to identify problems and opportunities and develop effective solutions.
Ability to avoid and resolve conflict effectively and remain professional in difficult circumstances.
Ability to overcome technical, customer, and logistical obstacles.
Goal-oriented, self-motivated, and committed to ongoing self-development and developing others.

Nice To Haves

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

Responsibilities

Configure, install, troubleshoot, network, maintain, and train customers 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.
Identify opportunities to increase utilization of Ricoh equipment, supplies, and services.
Assemble, adjust, and maintain 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 time and schedules effectively and assist others in supporting multiple solutions and schedules.
Build and 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.
Maintain a full workload while meeting response-time, repair-time, quality, and cost-control expectations.
Comply with company policies and complete administrative tasks, logs, processes, and reports accurately and on time.
Assist others in applying administrative procedures.
Record time and activity through the appropriate tracking system.
Maintain assigned or necessary car stock and/or customer-site inventory.
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.