Site Leader-2nd shift

Ricoh Americas Holdings

About The Position

Summary Services and repairs a variety of company products and systems at customer locations, typically within a specific geographic area. A Technology Service Support Representative is capable of handling a full workload in standalone and/or networked environments. Job Duties and Responsibilities Productivity & Customer Relationship Achieve expected productivity levels associated with assigned workload and experience. Manage territory, inventory, and customer relationships. Demonstrate excellent technical and customer service skills. Actively drive revenue opportunities through supply leads, contract sales, network support leads, and print assessment leads. Technical Expertise Perform full range of service procedures including diagnostics, installation, removal, and retrofits on assigned equipment. Execute basic connected installations, set up IP addresses, download printer drivers, and provide customer training on printing functions. Troubleshoot and repair or replace equipment components as necessary on B&W, color, and multifunctional devices. Demonstrate required digital competencies for assigned products. Complete technical training on new equipment as assigned. Territory Management Execute all required territory management and call handling procedures. Collaborate with sales partners to maximize equipment leads and upgrade opportunities. Maintain and manage parts inventory with high accuracy. Adhere to territory backup plans. Complete all required administrative tasks accurately and on time. Comply with all company policies. Customer Service Interact with external customers to determine service needs and ensure high satisfaction. Provide technical assistance to less experienced technicians. Exhibit professional appearance and demeanor at all times. Maintain productive, professional relationships with company personnel. Contribute positively as a team member. Maintain “car stock” inventory. Perform other duties as assigned.

Requirements

Journeyman-level technical knowledge typically gained through technical school and 2+ years of related experience.
Valid state driver’s license and minimum auto insurance coverage per company policy (extensive use of personal car required).
Strong working knowledge of electro-mechanical devices, electrical circuitry, electronics, and digital competencies.
Methodical approach to problem-solving and troubleshooting.
Strong interpersonal and verbal communication skills.
Excellent customer service skills, including follow-up for issue resolution.
Ability to read and comprehend technical manuals and parts books.
Working knowledge of PCs and associated software applications.

Responsibilities

Achieve expected productivity levels associated with assigned workload and experience.
Manage territory, inventory, and customer relationships.
Demonstrate excellent technical and customer service skills.
Actively drive revenue opportunities through supply leads, contract sales, network support leads, and print assessment leads.
Perform full range of service procedures including diagnostics, installation, removal, and retrofits on assigned equipment.
Execute basic connected installations, set up IP addresses, download printer drivers, and provide customer training on printing functions.
Troubleshoot and repair or replace equipment components as necessary on B&W, color, and multifunctional devices.
Demonstrate required digital competencies for assigned products.
Complete technical training on new equipment as assigned.
Execute all required territory management and call handling procedures.
Collaborate with sales partners to maximize equipment leads and upgrade opportunities.
Maintain and manage parts inventory with high accuracy.
Adhere to territory backup plans.
Complete all required administrative tasks accurately and on time.
Comply with all company policies.
Interact with external customers to determine service needs and ensure high satisfaction.
Provide technical assistance to less experienced technicians.
Exhibit professional appearance and demeanor at all times.
Maintain productive, professional relationships with company personnel.
Contribute positively as a team member.
Maintain “car stock” inventory.
Perform other duties as assigned.