Field Service Repair & Maintenance Technician

Senior Field Representative, Support CIP POSITION PROFILE

This position requires the solution technology level skills to work independently as a product/services solutions specialist in servicing and/or training on certain business support work area needs/offerings. Also include new business and other various support functions as developed or assigned.

JOB DUTIES AND RESPONSIBILITIES Technical

• 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.


• Considered a resource for others when solutions level expertise/skill is required. 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.

Manage Workload

• 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.


• 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.


• Responsible for maintaining a "car stock" and/or customer on-site inventory as assigned/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 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.


• Follow 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.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.