Field Specialist I, Advanced Product Technical Support

About the role

Provides telephone "hotline" product technical service support in a call center environment to dealers, field technicians, VARs, OEMs and/or end user customers. Ensures high-level customer (caller) satisfaction by analyzing problems pertaining to malfunctioning electro/mechanical equipment, computer equipment, or software applications, identifying problem areas and recommending corrective action.

Responsibilities

• Evaluates the caller's issue and then gives assistance utilizing the appropriate support information and documentation.
• Assumes full ownership of incoming support requests.
• Escalates and follows up as needed to ensure fastest possible resolution.
• Makes entries for incoming issues and all activities that pertain to any existing issues within the call database software.
• Monitors phone, email, and voicemail queues and notifies team when attention is required.
• Escalates cases when appropriate, determining the most effective solution to a problem.
• Tracks cases until they are resolved.
• Completes all required administrative tasks in an accurate and timely manner.
• Develops hardware, software, or product specific technical service solutions to a variety of problems of moderate scope and complexity.
• Maintains and updates existing documentation, ensuring accuracy and relevance.
• Makes recommendations and assists with updating and developing new documentation.
• Utilizes correct escalation procedures on all irresolvable issues outside the range of his/her expertise.
• Reviews all technical information pertaining to supported products, including new and updated information as it becomes available.
• Independently conducts tests in controlled lab environment to duplicate and resolve issues.
• Uses available lab equipment and other resources to effectively troubleshoot issues.
• Returns resources to proper working condition when through.
• Performs repair and preventative maintenance on all assigned lab equipment and software.
• Researches and tests recurring issues on assigned products, creating any needed documentation (i.e. change request, field bulletins or procedures) for approval.
• Actively participates in the testing or debugging of network-related issues, assuring closure or proper escalation as required.
• Solves issues where precedents are available and often when unavailable.
• Attends and satisfactorily completes assigned training.
• Assists in the development and enactment of internal training.
• Maintains up to date hard copy and electronic documentation on all supported products.
• Installs and maintains current software on assigned workstation.
• Performs other duties as assigned.

Requirements

• High school diploma or equivalent and BS Degree, technical school graduate, electronics training, or equivalent experience.
• 5 or more years of directly related professional service repair and maintenance experience in office automation industry is required as well as 1 year as a Product Support Specialist or equivalent.
• Required Certifications: (Two of the following Certs needed): HDI Customer Service Representative, CompTIA A+, CompTIA Network+
• Knowledge, Skills And Abilities:
• Displays proficient verbal and written communication skills suitable for assessing the issues and relating course of action.
• Able to communicate effectively with individuals who are under stress or who are themselves poor communicators.
• Queries and listens to determine underlying issue(s).
• Able to make sound decisions, with minimum complaints and rework, when precedents are typically available but in situations that fall outside the norm.
• Possesses advanced methodical approach skills in resolving problems.
• Possesses excellent customer service skills, including ability to follow up to ensure closure of issues.
• Possesses initiative and ability to be highly self-motivated.
• Possesses ability to read and understand technical documentation, manuals and electrical diagrams.
• A high level of dexterity is required in the regular use of a variety of hand tools.

Qualifications

• Typically Requires: High school diploma or equivalent and BS Degree, technical school graduate, electronics training, or equivalent experience.
• 5 or more years of directly related professional service repair and maintenance experience in office automation industry is required as well as 1 year as a Product Support Specialist or equivalent.
• Required Certifications: (Two of the following Certs needed): HDI Customer Service Representative, CompTIA A+, CompTIA Network+
• Additional certifications may be necessary based on product or technology specific work, i.e.: CNA, CNE, MCP, MCSE, CDIA+, etc.

Skills

• Displays proficient verbal and written communication skills suitable for assessing the issues and relating course of action.
• Able to communicate effectively with individuals who are under stress or who are themselves poor communicators.
• Queries and listens to determine underlying issue(s).
• Able to make sound decisions, with minimum complaints and rework, when precedents are typically available but in situations that fall outside the norm.
• Possesses advanced methodical approach skills in resolving problems.
• Possesses excellent customer service skills, including ability to follow up to ensure closure of issues.
• Possesses initiative and ability to be highly self-motivated.
• Possesses ability to read and understand technical documentation, manuals and electrical diagrams.
• A high level of dexterity is required in the regular use of a variety of hand tools.

Benefits

Includes medical, dental, life, and disability insurance options, retirement savings plan (401K), health savings account (HSA), flexible spending account (FSA), and paid vacation time and holidays annually.

Pay

Details pay information here if provided.

Schedule

Full time schedule.

Location

Duluth, GA, United States.

Driving Requirements

Non-driver.

Sign-on Bonus

No sign-on bonus.

About Us

Come Create at Ricoh: If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence. Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information—how it is collected, stored, managed, and shared—to unlock the potential in every organization. We deliver services and technologies that inspire our customers’ success and guide them toward a better and more sustainable future.

Invest In Yourself

Includes medical, dental, life, and disability insurance options, retirement savings plan (401K), health savings account (HSA), flexible spending account (FSA), and paid vacation time and holidays annually.