Senior On-Site Service Specialist

Senior On-Site Service Specialist

Position Profile

Provides operations functions in one or all of the following areas: operates high volume duplicating, production, sorting, mailing, or bindery equipment, performs associated copying tasks, ships and receives product and supplies, sorts, distributes and handles incoming and outgoing mail/faxes, as well as applies necessary postage. Provides copier maintenance and/or repair of customer site equipment.

May also perform bindery, QC and final check, housekeeping/hospitality, file services, call center representative, and reception, etc. May perform various building support functions related to meeting set-ups and light maintenance.

Note: Due to the higher level of presentation and telephone skills needed to perform as well as temporary/occasional receptionist duties, employees performing this function are considered to be Senior On-Site Services Specialists.

This position reports directly to the Site Manager, Site Supervisor, or Assistant Site Manager, depending on site personnel configuration.

Job Duties and Responsibilities

• Runs high volume/production copy machines and performs binding and finishing work.
• Ensures convenience copiers are working properly, checking for quality via daily inspections. Clears paper jams and informs technicians of specific problems.
• Perform basic equipment troubleshooting and escalate calls to technicians.
• Performs setup of equipment as prescribed by the customer (toner add, stocks paper, etc.).
• Performs duties of scanning and/or imaging documents.
• May perform reception services on a temporary/occasional basis.
• Maintains records for management reports and inventories of supplies needed.
• Distributes office supplies, fax transmissions and mail to company personnel and/or designated drop-off points as required.
• Calculates charges for jobs performed and maintains logs and may generate reports.
• Responds to and coordinates all service calls required by customer.
• May perform filing duties in conjunction with specific customer requests.
• Delivers completed jobs to pre-determined customer locations within and outside of the site.
• Maintains daily meter and service logs.
• May travel between customer's buildings.
• Answers customer questions regarding status or feasibility of job requests.
• Ensures upkeep of convenience copier areas by keeping neat and well stocked.
• Performs duties related to the shipping of materials.
• Performs duties related to the receiving of materials.
• May perform meeting room and conference room set-ups.
• May perform building occupant moves within assigned facilities.
• May perform light maintenance and cleaning duties as assigned.
• May occasionally perform shipping, receiving, and dock work in a mailroom-type environment.
• May require periodic overtime on nights and weekends, including off-hour emergency response.
• Uses shrink-wrap machine, paper cutter, hole driller, bindery equipment, jogger, tape machine, stackers, electric stapler, and scales in completion of various jobs contracted.
• Uses all copier equipment, calculator, fax machine, postage meter, and some PC.
• Performs filing duties, which may include purging and archiving old documents.
• Understanding of Ricoh Services Portfolio & Technology.
• Ensures data for Ricoh MOR, SPG, and job logs are captured.
• Performs other duties as assigned.

Qualifications (Education, Experience and Certifications)

• Requires high school diploma or GED and 1-2 years of related work experience.
• Some related copy job experience is preferred.
• May require valid driver's license and minimum levels of auto insurance coverage per Ricoh.
• Demonstrate competency in basic computer skills including proficiency in MS Office Suite.

Knowledge, Skills and Abilities

• Working knowledge of copier and other related equipment and repair is preferred.
• Requires knowledge and understanding of shipping/receiving procedures.
• Basic electronics knowledge is preferred.
• Possesses ability to work independently and flexibly to complete projects.
• Possesses ability to determine correct method and packing material as well as check packing slips for accuracy of incoming materials.
• Possesses ability to comprehend instructions concerning mail delivery.
• Possesses troubleshooting and problem-solving skills.
• Possesses ability to read and comprehend written technical information in the form of manuals, parts books, and related publications.
• Possesses excellent customer relations skills and excellent verbal communication skills.

Working Conditions, Mental and Physical Demands

• Requires frequent exposure to copier/fax machine noise, toner, and changes in room temperature and may be exposed to frequent paper cuts from the handling of paper and opening of boxes.
• Requires exposure to various weather conditions when walking is necessary between buildings, and exposure to location equipment can present opportunities for injury or accidents.
• Makes daily telephone/in-person contact with customers, employees, managers, and/or Dispatch Department and occasional telephone contact with vendors and equipment repair people.
• Dealing with tight deadlines and quick turnaround times imposes high stress levels.
• Some physical effort is required which may involve long periods of standing, walking, bending, reaching, stretching, climbing, or similar activities, as well as lifting or moving items weighing up to 50 lbs. and pushing or pulling machines on wheels, which may weigh up to 400 lbs. in order to move for repairs. Walking between buildings may be necessary.