Field Specialist I, Advanced CIP

POSITION PROFILE

This position requires advanced-level technology skills to work independently and provide strategic analysis and consultative support to service, maintain, repair, and develop solutions for a wide variety of company products and services. Responsibilities also include supporting new business initiatives and performing various support and solution functions as developed or assigned.

JOB DUTIES AND RESPONSIBILITIES Technical

• Performs advanced solutions services including configuring, installing, troubleshooting, networking, maintaining, and training on a wide variety of products and services within assigned areas of expertise.
• Fulfills the role of a consultant/strategic professional; demonstrates the ability to solve complex product and recurring issues.
• Leads others in technical problem-solving and knowledge-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, and shares expertise on products according to specifications and relevant documentation/instructions. Performs the same for equipment operations.

Customer Services

• Understands and promotes Ricoh's support functions and offerings; anticipates and manages customer needs across multiple levels.
• Manages own time and schedule effectively and assists others in supporting multiple solutions and schedules.
• Maintains and leads productive, professional relationships with all customers and Ricoh personnel and contributes 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 presentations for improved methods.

Administrative

• Maintains a full workload while meeting appropriate response times, repair times, quality objectives, and cost-control metrics.
• Complies with all company policies and completes administrative tasks accurately and in a timely manner. Assists others in their application.
• Performs 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.
• Maintains a "car stock" and/or customer on-site inventory as assigned or 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 (Education, Experience and Certifications)

• Requires a valid state driver's license and minimum level of auto insurance coverage per Ricoh policy for positions involving extensive use of a personal vehicle while conducting company business.
• Requires a high school diploma. Coursework and experience involving computers, electronics, mechanics, basic networking, connectivity, and printing software applications are preferred.
• Meets the requirements listed in the Technology Services Training Role Inventory and Certification Program for the assigned role, as defined by management.
• Certification requirement document: https://rworld.ricoh-usa.com/docs/DOC-766716

KNOWLEDGE, SKILLS AND ABILITIES

• Goal-oriented, self-motivated, and committed to ongoing self-development and the development of others.
• Effectively handles highly confidential information.
• Possesses advanced multitasking and prioritization skills.
• Identifies problems and opportunities and develops effective solutions.
• Demonstrates strong organizational, interpersonal, and verbal communication skills.
• Adept at avoiding and resolving conflict effectively. Maintains a high level of professionalism in difficult circumstances and demonstrates the ability to overcome technical, customer, and logistical obstacles.
• Requires advanced proficiency with Microsoft Office applications, computers, mobile technology, and associated applications and/or systems.

WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS

• Extensive daily travel between customer locations is typically required. Assignments at customer sites or within limited urban areas may require significant travel by foot. Travel may occur in a wide variety of weather conditions and may include outdoor work.
• Occasional overnight travel may be required.
• May be required to move wheeled objects up to 400 pounds and lift/carry objects weighing 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 and regular use of calculators, keyboards, hand tools, and eye-hand coordination.
• Shift work, overtime, stand-by, and/or on-call responsibilities may be required.
• Work involves periodic stress related to deadlines, performance expectations, increased service call volume, and occasional interactions with dissatisfied customers.