Field Services Technician

Production Service Technician, Winnipeg MB (on-site role)

Are you customer focused? Are you organized and thrive in a fast-paced environment ? Do you have a unique interest in servicing and supporting Production printing Solutions? If so, then read on because we may have just the right opportunity for you

As a Production Service Technician, you will be part of a Team that is responsible for providing 24/7 maintenance on Ricoh Continuous Forms High Speed Color , Printer , Hunkeler Post Processing finishing and Ricoh Production Cutsheet Printer with a Fiery Front end for a Customer located in Winnipeg MB. You will perform installs, corrective and corrective and preventative maintenance procedures for these complex printer solutions.

Job Duties & Responsibilities

• Performs a full range of servicing and repair service procedures including troubleshooting, diagnostics, repair, installation, removal and retrofits of a core set of highly complex Ricoh High Speed Color Inkjet Press , Ricoh Production Color Toner base Press with Digital Front ends at the customer site in Winnipeg, MB

• Demonstrates required digital competencies associated with assigned products and level assignment.

• Manages territory, inventory and customer relationships;

• Achieves expected productivity levels associated with assigned workload and level of experience;

• Completes technical training on new equipment as assigned;

• Continue obtaining necessary training to remain current on all technical aspects of PPS systems

• Escalating unresolved problems according to predefined service procedures and as per escalation process

• Performing installations, deinstallations, and/or relocations at customer site.

• Ensuring continuous availability in order to provide service on a 24/7 basis including on standby

• Maintaining parts inventory, diagnostic and physical tools.

• Effectively executes all required territory management and call handling procedures.

• Works closely with sales partners to maximize equipment leads and upgrade opportunities.

• Maintains and manages own parts inventory with a high degree of accuracy.

• Adheres to territory back-up plans.

• Completes all required administrative tasks in an accurate and timely manner.

Customer Service

• Maintaining excellent customer satisfaction, building strong relationships, and exceeding Customer Expectations

• Effectively handles the most difficult customer situations.

• Acts as a communication link on unresolved technical problems/issues.

• Interacts with external customers for the purpose of determining service needs on equipment and ensuring overall high level of customer satisfaction with the service performed.

• Maintains productive, professional relationship with all customer and company personnel.

Qualifications

Post-Secondary Education in the area of technical specialization

• Minimum of 3 years related experience, including a minimum of 2 years as a Technology Service Consultant II

• Requires 1 Industry Certification and sustained (at least 2 years) of meets or exceeds performance level. (CompTIA Net+ or CompTIA A+)

Knowledge, Skills and Abilities

• Requires an excellent working knowledge of electro-mechanical devices and electronics

• Requires "solid" knowledge of assigned equipment

• Skilled methodical approach to resolving problems

• Strong interpersonal and verbal communications skills

• Excellent customer service skills including ability to follow up to ensure closure of issues

• Skilled ability to read and comprehend written technical information in the form of technical manuals, parts books and relevant publications

• High degree of mechanical aptitude, highly focused and driven to learn

• Ability to work independently, as part of a team and take initiative to improve the customer experience

• Strong attention to detail and good visual skills for assessing image quality

• Ability to access/service equipment which may be in low, high, cramped or otherwise inconvenient locations

• Ability to act diplomatically in a professional corporate environment

• Be highly organized with excellent time management

• Continuously upgrading knowledge of Ricoh products

Other Requirements

• Requires a valid driver's license and as applicable, a minimum level of auto insurance coverage per RICOH policy for positions utilizing personal vehicles while for company business.

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