Specialist II, Technical Product Support

Ricoh•Duluth, GA

1d•Onsite

About The Position

Provides high level pre and post-sales support for technicians, sales staff, system engineers and system analysts. Specializes in complex technical aspects of digital copier devices, related utilities and connectivity for the advanced diagnosis, maintenance, repair and configuration of printers, digital copiers and enablers. Supports the DSC Manager in oversight of daily operations, including monitoring and evaluating staff performance and training individual staff members.

Requirements

High school diploma or equivalent; 4-year college degree is desired
Advanced technical knowledge (Mechanics, Digital Circuitry, Electronic principals) typically gained through completion of 2-year technical school training
Minimum of 5 years of experience in the configuration, maintenance and repair of digital copiers and printers, or equivalent experience in related equipment
5 years of experience as systems and technical specialist or equivalent support experience with related equipment
Netg certified or equivalent, and proficiency with Windows and Unix operating systems
Proficiency with connectivity issues on assigned network connectable devices
Experience in supporting sales, service technical personnel, and the ability to communicate effectively on complex subjects
Experience in the development of training materials and tools
Possesses ability to read and understand technical documentation, manuals and electrical diagrams, as well as the ability to communicate this knowledge
Possesses ability to create complex technical documentation and support materials
Possesses superior skills with a methodical approach to resolving problems
Possesses strong interpersonal skills with ability to guide, motivate, direct & lead departmental staff
Possesses superior verbal and written communications skills.
Possesses excellent customer service skills, including ability to follow up to ensure closure of issues
Possesses initiative and ability to be self-motivated

Responsibilities

Monitors and evaluates the performance of staff members within area of responsibility and reports performance to the manager
Trains and guides staff members in specialized support of designated equipment and software
Mentors team members; this includes training and the development of training tools to help elevate a team member’s technical and/or networking knowledge
In the absence of the manager, or as required, communicates directly to upper management
Responds to incoming support calls (i.e. telephone, voicemail, email) in a timely, professional manner with no assistance
Evaluates the caller’s issue and then gives assistance utilizing the appropriate support information and documentation
Utilizes correct escalation procedures on all irresolvable issues outside the range of his/her expertise
Responsible for taking ownership of issues that have been escalated and guides other staff members in support of issues they are handling
Makes entries for incoming issues
Responsible for servicing and safekeeping of assigned company property
Under supervision of the department manager follows company and departmental training programs, policies, procedures and guidelines
Provides Specialist Services
Monitors open issues of all staff
Researches and tests recurring issues on assigned products, creating any needed documentation (i.e. change request, field bulletins or procedures) for approval
Recommends and orders new equipment for the lab environment, and oversees the installation and set-up of new equipment into the lab, including performing any testing needed for available network environments and developing internal training for the department
Facilitates the testing and/or debugging of new software releases for assigned vendor
Team Leadership
Approves and reviews department documentation for content and accuracy prior to assuring timely disbursement
Develops, in conjunction with the department manager, standards and programs for internal and external training on supported vendor products and conducts such training programs
Provides positive reinforcement to staff personnel within assigned product lines, while assuring their performance and conformance to departmental guidelines
Assumes responsibilities of the manager as required, making decisions in the manager’s absence
Completes all required administrative tasks or projects in an accurate and timely manner
Installs and maintains current digital copier application software on assigned workstation and assists others with this installation
Maintains immediate office area to company standards
Maintains and monitors currency of hard copy documentation on supported products
May be responsible for maintaining and safe keeping of a laptop with a value of about $3,000
Performs other duties as assigned