Field Service Technician

POSITION PROFILE

This position requires advanced-level technical skills and the ability to work independently to provide strategic analysis, troubleshooting, and consultative support. The successful candidate will service, maintain, repair, and develop solutions for a wide range of company products, with a primary focus on Ricoh black-and-white and color production copiers, printers, and related imaging systems in the South New Jersey, and Philadelphia area. Prior copier experience preferred.

JOB DUTIES AND RESPONSIBILITIES Technical

• Performs advanced solutions skill services configuring, installing, troubleshooting, networking, maintaining, and training as assigned in their area of responsibility expertise on a wide variety of products and services.


• Fulfills the role of consultant/strategic professional; displays the ability to solve high end product and repetitive problems/issues.


• Required to lead others in technical or other problem 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/shares expertise on products according to specs, and/or relevant documentation/instruction. Performs the same for equipment operations.

Customer Services

• Understands and promotes Ricoh's support functions and offerings, anticipates and manages customer needs across area levels.


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


• 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 work flow observation, and solution presentation for improved methods.

Administrative

• Maintains a full workload, meeting appropriate response times, repair times, quality objectives and cost control metrics.


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


• 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 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.


• Effectively handles information of a highly confidential nature.


• Possesses advanced multi-tasking and prioritizing skills.


• Identifies problems, opportunities and develops solutions.


• Possesses required organizational, interpersonal, and verbal communication skills.


• Adept at avoiding and resolving conflict effectively. Displays a high level of professionalism in the most difficult circumstances; demonstrates the ability to overcome considerable technical, customer and logistical obstacles.


• Requires advanced 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. Assignment 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.