Senior Field Representative, Support CIP

Job Duties and Responsibilities

• Performs product specialist solution skill services including configuring, installing, troubleshooting, networking, maintaining, and training as assigned in their area of responsibility expertise.
• Performs full range of product repair, customer training, equipment, and workflow observation, and engages in problem solving sharing solutions to improve methods.
• Proactively seeks volume building opportunities that result in increased utilization of Ricoh equipment, supplies and services.
• Assembles/adjusts/maintains and shares expertise on products according to specs, and/or relevant documentation/instruction. Performs the same for equipment operations.
• Works independently, shows knowledge and command of a range of products, environments, and potential issues relevant to assigned roles and responsibilities.

Customer Services

• Maintains productive, professional relationships with all customers and Ricoh personnel and contributes to the overall success of the team.
• Understands and promotes Ricoh's support functions and offerings, anticipates, and manages customer needs.

Workload Management

• Responsible for managing own time and schedule and assists in support of solutions time/schedule.
• 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

• Complies with all company policies and completes administrative tasks in an accurate and timely manner.
• 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.

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.
• Follows this internal 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.
• Efficiently handles information of a highly confidential nature.
• Possesses required multi-tasking and prioritizing skills.
• Identifies problems, opportunities and develops solutions.
• Possesses required organizational, interpersonal, and verbal communication skills.
• Is process-improvement oriented.
• Requires proficient 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.
• Assignments 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.