Field Specialist I, Advanced CIP

Job Duties and Responsibilities

• 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; displays the ability to solve high end product and repetitive problems/issues.
• Required to lead 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 Ricoh equipment, supplies and services.
• Assembles/adjusts/maintains/shares expertise on products according to specs, and/or relevant documentation/instruction. Performs the same for equipment operations.

Customer Services

• Understands and promotes Ricoh's support functions and offerings, anticipates and manages customer needs across area levels.
• Responsible for managing own time and schedule and assists others in support of multiple solutions time/schedule.
• Maintains and leads productive, professional relationships with all customers and Ricoh personnel and contributes to the overall success of the team.

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 in an accurate and timely manner.
• Affords assistance in administrative duties as assigned including maintaining required logs, processes and reports.
• Completes all required administrative tasks in an accurate and timely manner.
• 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 associated with assigned workload and level of experience.
• Actively participates in Ricoh Extra Value program opportunities as defined, (CS212, etc) and bills accordingly.
• Performs other duties as assigned.

Qualifications

• Requires a valid state driver's license and minimum level of auto insurance coverage per Ricoh policy for positions entailing extensive use of personal car while on company business.
• Requires high school diploma. Completed classes and experience involving computers, electronics, mechanics, basic network and basic connectivity and printing software application is desired.
• Meets the requirements listed in the Technology Services Training Role Inventory and Certification Program for the assigned role as defined by the manager.
• Follow this link for the certification requirement document. https://rworld.ricoh-usa.com/docs/DOC-766716

Knowledge, Skills and Abilities

• Goal orientated, 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 be able to lift and carry objects that weigh 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 - 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 and an increased volume of service calls placed and occasional contact with dissatisfied customers.