Field Specialist, Field Services Support CIP

Field Services Support Specialist II CIP

Position Profile

This role demands a multi-disciplinary skill set to operate independently as an expert in providing solutions for various business support needs. You will serve as the primary resource for delivering service/training solutions and mentoring on products and services. Additionally, you will engage in new business support and other assigned functions.

Technical

Job Duties and Responsibilities:

• Provide specialized services including configuration, installation, troubleshooting, networking, maintenance, and training in your area of expertise.
• Collect, measure, record, process, and analyze complex data to support service improvements.
• Proactively identify opportunities for product and process upgrades to increase utilization of Ricoh equipment, supplies, and services.
• Assemble, adjust, maintain, and share expertise on products according to specifications and relevant documentation.
• Demonstrate high proficiency in your area of expertise and take on team lead or coordinator roles as needed.
• Deliver a full range of services, including customer training, equipment and workflow observation, and solution presentations for improved methods.
  
  

Customer Services

• Understand and promote Ricoh's support functions and offerings, anticipate, and manage customer needs.
• Maintain professionalism in all customer interactions and foster productive relationships with both customers and Ricoh personnel.
  
  

Manage Workload

• Maintain a full workload, meeting response times, repair times, quality objectives, and cost control metrics.
• Effectively execute workload management and call handling procedures using current field call management requirements.
  
  

Administrative

• Adhere to company policies and complete administrative tasks accurately and timely.
• Maintain required logs, processes, and reports, and account for all time and activity using the proper tracking system.
• Manage and maintain "car stock" and/or on-site inventory as necessary.
  
  

Results

• Achieve expected productivity levels and actively participate in the Ricoh Extra Value program opportunities (e.g., CS212) and bill accordingly.
• Perform other duties as assigned.
  
  

Qualifications (Education, Experience, And Certifications)

• Valid state driver's license and auto insurance coverage as per Ricoh policy for extensive personal car use while on company business.
• High school diploma required; classes and experience in computers, electronics, mechanics, basic networking, and basic connectivity and printing software applications are desired.
• Meet requirements listed in the Technology Services Training Role Inventory and Certification Program as defined by the manager.
• Follow the certification requirement document here.
  
  

Knowledge, Skills, And Abilities

• Goal-oriented, self-motivated, and committed to ongoing self-development and the development of others.
• Handle highly confidential information with discretion.
• Excellent multi-tasking, prioritizing, organizational, interpersonal, and verbal communication skills.
• Identify problems, opportunities, and develop solutions.
• Maintain professionalism in challenging circumstances and overcome technical, customer, and logistical obstacles.
• Proficient in using Microsoft Office applications, computers, mobile technology, and associated systems.
  
  

Working Conditions, Mental And Physical Demands

• Extensive daily travel in various weather conditions, potentially involving overnight stays.
• Move objects up to 400 pounds on wheels and lift/carry objects up to 50 pounds.
• Frequent stooping, bending, squatting, kneeling, and ladder use.
• Requires dexterity for regular use of calculators, keyboards, hand tools, and eye/hand coordination.
• May involve shift work, overtime, stand-by, and/or on-call duties.
• Periodic stress related to deadlines, performance expectations, high service call volume, and occasional interactions with dissatisfied customers.