What are the responsibilities and job description for the Service Technician position at Ricoh?
Position Profile
This position requires advanced-level technology skills to work independently, providing strategic analysis and consultative support to service, maintain, repair, and develop solutions for a wide variety of company products and services. It also includes new business and other various support and solution functions as developed or assigned.
Job Duties and Responsibilities
Technical
- Performs advanced solutions skill services, configuring, installing, troubleshooting, networking, maintaining, and training as assigned in their area of responsibility expertise on a wide variety of products and services.
- Fulfills the role of consultant/strategic professional, displaying the ability to solve high-end product and repetitive problems/issues.
- Leads others in technical or other problem-sharing efforts; understands and instructs on processes and demonstrates leadership in handling complex situations.
- Proactively seeks volume-building opportunities that result in increased utilization of company equipment, supplies, and services.
- Assembles/adjusts/maintains/shares expertise on products according to specifications and/or relevant documentation/instruction. Performs the same for equipment operations.
Customer Services
- Understands and promotes the company's support functions and offerings, anticipates and manages customer needs across area levels.
- Manages own time and schedule and assists others in support of multiple solutions time/schedule.
- Maintains and leads productive, professional relationships with all customers and company personnel, contributing to the overall success of the team.
Manage Workload
- Effectively executes all required workload management and call handling procedures, using current field call management requirements.
- Performs a full range of services including customer training, equipment and workflow observation, and solution presentation for improved methods.
Administrative
- Maintains a full workload, meeting appropriate response times, repair times, quality objectives, and cost control metrics.
- Complies with all company policies and completes administrative tasks accurately and timely. Assists others in their application.
- Performs administrative duties as assigned, including maintaining required logs, processes, and reports.
- Accounts for all time and activity by recording information through the proper tracking system.
- Responsible for maintaining a "car stock" and/or customer on-site inventory as assigned/necessary.
Results
- Achieves expected productivity levels based on assigned workload and experience.
- Actively participates in the company's Extra Value program opportunities as defined (CS212, etc.) and bills accordingly.
- Performs other duties as assigned.
Qualifications (Education, Experience, and Certifications)
- Requires a valid state driver's license and minimum level of auto insurance coverage per company policy for positions entailing extensive use of a personal car while on company business.
- Requires a high school diploma. Completed classes and experience involving computers, electronics, mechanics, basic networking, and basic connectivity and printing software applications are desired.
- Meets the requirements listed in the Technology Services Training Role Inventory and Certification Program for the assigned role as defined by the manager.
Knowledge, Skills, and Abilities
- Goal-oriented, self-motivated, and committed to ongoing self-development and the development of others.
- Effectively handles information of a highly confidential nature.
- Possesses advanced multi-tasking and prioritizing skills.
- Identifies problems, opportunities, and develops solutions.
- Possesses required organizational, interpersonal, and verbal communication skills.
- Adept at avoiding and resolving conflict effectively. Displays a high level of professionalism in the most difficult circumstances; demonstrates the ability to overcome considerable technical, customer, and logistical obstacles.
- Requires advanced use of Microsoft Office computer application programs and the use of computers, mobile technology, and associated applications and/or systems.
Working Conditions, Mental, and Physical Demands
- Extensive daily travel in an automobile between customer locations is usually required. Assignment at a customer's site or a "walking work area" within a limited urban area might require extensive travel by foot. All travel may be required in a wide variety of weather conditions. May also include working outdoors at times.
- Occasional overnight travel may be required.
- May be required to move objects on wheels up to 400 pounds and lift and carry objects up to 50 pounds. Frequent stooping, bending, squatting, and kneeling are required to service equipment at floor level, on racks, or above shoulder height using a ladder.
- Requires dexterity for the regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination).
- Shift work, overtime, stand-by, and/or on-call may be required.
- Work has periodic stress related to deadlines, performance expectations, an increased volume of service calls, and occasional contact with dissatisfied customers.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.
About Ricoh:
Mission and Vision At Ricoh, we empower individuals to find Fulfillment Through Work by understanding and transforming how people work so we can unleash their potential and creativity to realize a sustainable future. We're empowering digital workplaces, connecting people to information fast and conveniently - and improving communication, efficiency and creativity.
