What are the responsibilities and job description for the Senior Technology Service Support Representative position at Ricoh?
Job Summary
Services and repairs a variety of company products and systems at customer locations within a specific geographic area. Capable of handling a full workload in both standalone and networked environments.
Job Duties and Responsibilities
Productivity and Management :
Achieves expected productivity levels based on assigned workload and experience.
Manages territory, inventory, and customer relationships.
Demonstrates excellent technical and customer relation skills.
Actively drives revenue-generating opportunities through supply leads, contract sales, network support contract leads, equipment, and print assessment leads.
Technical Expertise :
Performs a full range of servicing and repair procedures, including diagnostics, installation, removal, and retrofits on assigned equipment.
Conducts basic connected installations, sets up IP addresses, downloads printer drivers, and provides customer training on printing functions.
Troubleshoots and repairs or replaces equipment components as necessary on B&W, color, multifunctional devices, and cash handling equipment.
Demonstrates required digital competencies associated with assigned products and level assignment.
Completes technical training on new equipment as assigned.
Territory Management :
Effectively executes all required territory management and call handling procedures.
Works closely with sales partners to maximize equipment leads and upgrade opportunities.
Maintains and manages parts inventory with a high degree of accuracy.
Adheres to territory backup plans.
Completes all required administrative tasks accurately and timely.
Complies with all company policies.
Customer Service :
Interacts with external customers to determine service needs on equipment and ensure high customer satisfaction.
Provides technical assistance to less experienced technicians.
Exhibits professional appearance and demeanor at all times.
Maintains productive, professional relationships with all company personnel.
Is a positive and contributing team member.
Responsible for maintaining a "car stock" inventory.
Performs other duties as assigned.
Qualifications (Education, Experience, and Certifications)
Requires journeyman level technical knowledge, typically gained through completion of technical school and 2 years of related experience.
Requires a valid state driver's license and minimum level of auto insurance coverage per company policy, as position entails extensive use of personal car while on company business.
Knowledge, Skills, and Abilities
Strong working knowledge of electro-mechanical devices, electrical circuitry, electronics, and varying levels of digital competency.
Methodical approach to resolving problems.
Strong interpersonal and verbal communication skills.
Excellent customer service skills, including the ability to follow up to ensure closure of issues.
Ability to read and comprehend technical information in the form of manuals, parts books, and relevant publications.
Ability to follow pre-established guidelines and use limited judgment to troubleshoot and determine the need for routine servicing or parts installation.
Working knowledge and application of PC's and associated software applications.
Working Conditions, Mental, and Physical Demands
Typically works in an office environment with adequate lighting, ventilation, and normal range of temperature and noise.
Extensive daily travel in an automobile between customer locations is usually required. Assignment of a "walking territory" within a limited urban area would require extensive travel by foot in various weather conditions.
Working conditions regularly expose individuals to minor cuts, burns, chemical solvents, and cleaners.
Shift work, overtime, stand-by, and / or on-call may be required.
Requires daily internal contact with the service call center to receive and provide instructions concerning service requests.
Frequent direct contact with parts department and Field Technology Service Manager for parts orders and customer concerns.
Daily external contact with customers for equipment problem investigation and resolution.
Physical effort is required to move objects on wheels weighing up to 400 pounds and lift and carry objects up to 50 pounds.
Frequent stooping, bending, squatting, and kneeling to service equipment at floor level.
High level of dexterity required for regular use of hand tools, including screwdrivers, pliers, wrenches, and electronic testing equipment, with an emphasis on fine-motor skills.
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