Field Specialist I, Advanced CIP

About the role

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. The role includes new business development and other support functions as assigned.

Responsibilities

• Technical
  • Performs advanced solutions and services, including configuring, installing, troubleshooting, networking, maintaining, and training for a wide variety of products and services.
  • Acts as a consultant and strategic professional, solving high-end product and repetitive issues.
  • Leads others in technical problem-solving efforts, demonstrating expertise in complex situations.
  • Proactively identifies opportunities to increase utilization of Ricoh equipment, supplies, and services.
  • Assembles, adjusts, maintains, and shares expertise on products according to specifications and relevant documentation.
• Customer Service
  • Understands and promotes Ricoh’s support functions and offerings, anticipating and managing customer needs.
  • Manages personal time and schedule while assisting others in supporting multiple solutions.
  • Maintains and leads productive, professional relationships with customers and Ricoh personnel.
• Workload Management
  • Executes workload management and call-handling procedures using current field call management requirements.
  • Performs services including customer training, equipment and workflow observation, and solution presentations for improved methods.
• Administrative
  • Maintains a full workload, meeting response times, repair times, quality objectives, and cost control metrics.
  • Complies with company policies and completes administrative tasks accurately and timely.
  • Performs administrative duties, including maintaining logs, processes, and reports.
  • Accounts for all time and activity through the proper tracking system.
  • Maintains a "car stock" and/or customer on-site inventory as assigned.
• Results
  • Achieves expected productivity levels based on assigned workload and experience.
  • Actively participates in Ricoh’s Extra Value program opportunities and bills accordingly.
  • Performs other duties as assigned.

Requirements

• Valid state driver’s license and minimum auto insurance coverage per Ricoh policy for extensive use of a personal vehicle.
• High school diploma or equivalent.
• Completed classes and experience in computers, electronics, mechanics, basic networking, connectivity, and printing software applications are desired.
• Meets requirements listed in the Technology Services Training Role Inventory and Certification Program for the assigned role.

Skills

• Goal-oriented, self-motivated, and committed to ongoing self-development and the development of others.
• Ability to handle highly confidential information.
• Advanced multi-tasking and prioritization skills.
• Strong problem-solving and opportunity identification abilities.
• Excellent organizational, interpersonal, and verbal communication skills.
• Conflict resolution and professionalism in difficult circumstances.
• Advanced proficiency in Microsoft Office and mobile technology applications.

Working Conditions

• Extensive daily travel by automobile between customer locations, potentially in varied weather conditions.
• May require travel by foot in urban areas or at customer sites.
• Occasional overnight travel may be required.
• Physical demands include moving objects up to 400 pounds on wheels and lifting/carrying up to 50 pounds.
• Frequent stooping, bending, squatting, and kneeling to service equipment at various heights.
• Requires dexterity for tasks such as keyboard use, hand tools, and eye/hand coordination.
• May require shift work, overtime, stand-by, or on-call duties.
• Periodic stress related to deadlines, performance expectations, and customer interactions.

Benefits

• Broad selection of medical, dental, life, and disability insurance options.
• Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
• Team member tuition assistance programs.
• Paid vacation time and holidays annually.
• Additional benefits for health, wellness, and personal/professional development.

About Us

Ricoh is an integrated solutions provider connecting people and technology to create outstanding customer experiences and drive business success. We empower digital workplaces by enabling smarter work from any location and harnessing the power of information. Our services and technologies inspire customer success and guide organizations toward a sustainable future. We are a team of information seekers and customer-obsessed collaborators, committed to excellence and innovation.