Senior On-Site Service Specialist

Ricoh • Monroe, NC

1d • Onsite

About The Position

The Senior On-Site Service Specialist provides operational support at a customer site, including operating high-volume duplicating, production, sorting, mailing, or bindery equipment; completing copying, scanning, imaging, shipping, receiving, and mail-handling tasks; and maintaining or troubleshooting customer-site copier equipment. The role may also include bindery, quality control, housekeeping and hospitality, file services, call center support, reception on a temporary or occasional basis, meeting-room setups, and light building support. The position reports directly to the Site Manager, Site Supervisor, or Assistant Site Manager, depending on the site's personnel configuration.

The specialist responds to and coordinates customer service requests, answers questions about job status and feasibility, maintains equipment and service logs, tracks supplies and job information, and delivers completed work to designated locations. The role may involve travel between customer buildings, periodic overtime on nights and weekends, and occasional off-hour emergency response. The specialist uses copier and finishing equipment, office and shipping tools, and some PC applications to complete contracted work.

Ricoh describes itself as an integrated solutions provider that connects people and technology and supports digital workplaces. The company offers a selection of medical, dental, life, and disability insurance; retirement savings, health savings, and flexible spending accounts; tuition assistance; paid vacation and holidays; and additional health, wellness, and personal and professional development benefits.

Requirements

• High school diploma or GED.
• One to two years of related work experience.
• Basic computer skills, including proficiency in Microsoft Office Suite.
• Knowledge and understanding of shipping and receiving procedures.
• Ability to work independently and flexibly to complete projects.
• Ability to determine appropriate packing methods and materials and check incoming-material packing slips for accuracy.
• Ability to understand instructions concerning mail delivery.
• Troubleshooting and problem-solving skills.
• Ability to read and understand written technical information, including manuals, parts books, and related publications.
• Excellent customer-relations and verbal-communication skills.

Nice To Haves

• Related copy-job experience.
• Working knowledge of copiers and related equipment and repair.
• Basic electronics knowledge.
• A valid driver's license and minimum auto insurance coverage per Ricoh may be required.

Responsibilities

• Operate high-volume and production copy machines and perform binding and finishing work.
• Inspect convenience copiers daily for quality and proper operation, clear paper jams, and notify technicians of specific problems.
• Perform basic equipment troubleshooting and escalate service calls to technicians.
• Set up equipment as prescribed by the customer, including adding toner and stocking paper.
• Scan and image documents.
• Provide reception services on a temporary or occasional basis, as needed.
• Maintain management-report records and inventories of needed supplies.
• Distribute office supplies, fax transmissions, and mail to personnel or designated drop-off points.
• Calculate charges for completed jobs, maintain logs, and generate reports as needed.
• Respond to and coordinate customer service calls.
• Perform filing tasks, including purging and archiving old documents, when requested.
• Deliver completed jobs to designated customer locations within or outside the site.
• Maintain daily meter and service logs.
• Travel between customer buildings when needed.
• Answer customer questions about job status and feasibility.
• Keep convenience copier areas neat and stocked.
• Ship and receive materials, and occasionally perform mailroom dock work.
• Set up meeting and conference rooms when needed.
• Perform building occupant moves within assigned facilities when needed.
• Perform assigned light maintenance and cleaning duties.
• Use shrink-wrap machines, paper cutters, hole drillers, bindery equipment, joggers, tape machines, stackers, electric staplers, and scales to complete jobs.
• Use copier equipment, calculators, fax machines, postage meters, and some PC applications.
• Understand the Ricoh Services Portfolio and Technology.
• Ensure data for Ricoh MOR, SPG, and job logs is captured.
• Perform other duties as assigned.

Benefits

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

What This Job Offers

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