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Field Specialist, Technology Service Expert

2 months ago

Kirkland, Quebec, Canada Ricoh Full time
Job Summary

We are seeking a highly skilled Field Specialist, Technology Service to join our team at Ricoh. As a key member of our service team, you will be responsible for providing top-notch technical support and repair services to our customers.

Key Responsibilities
  1. Technical Expertise: Perform a full range of servicing and repair service procedures, including troubleshooting, diagnostics, repair, installation, removal, and retrofits of complex multi-functional devices.
  2. Customer Service: Enable multi-functional devices to print and scan per customer requirements, ensuring high levels of customer satisfaction.
  3. Product Knowledge: Demonstrate required digital competencies associated with assigned products and level assignment, staying up-to-date with the latest technology.
  4. Inventory Management: Manage territory, inventory, and customer relationships, ensuring efficient use of resources.
  5. Team Collaboration: Provide 2nd-level technical support to other technicians, driving team success.
  6. Productivity: Achieve expected productivity levels associated with assigned workload and level of experience.
  7. Revenue Generation: Actively drive revenue-generating opportunities through supply leads, contract sales, network support contract leads, equipment, and print assessment leads.
  8. Training and Development: Complete technical training on new equipment as assigned, staying current with industry developments.
  9. Other Duties: Perform other duties as assigned by manager, including conducting technical seminars and on-the-job training for new and experienced technicians.
Requirements
  1. Education: Post-secondary education in the area of technical specialization.
  2. Experience: Minimum of 3 years related experience, including a minimum of 2 years as a Technology Service Consultant I.
  3. Certifications: 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
  1. Technical Knowledge: Requires an excellent working knowledge of electro-mechanical devices and electronics.
  2. Product Knowledge: Requires solid knowledge of assigned equipment.
  3. Problem-Solving: Skilled methodical approach to resolving problems.
  4. Communication: Strong interpersonal and verbal communications skills.
  5. Customer Service: Excellent customer service skills, including ability to follow up to ensure closure of issues.
  6. Technical Reading: Skilled ability to read and comprehend written technical information in the form of technical manuals, parts books, and relevant publications.
  7. Mechanical Aptitude: High degree of mechanical aptitude, highly focused, and driven to learn.
  8. Teamwork: Ability to work independently, as part of a team, and take initiative to improve the customer experience.
  9. Attention to Detail: Strong attention to detail and good visual skills for assessing image quality.
  10. Physical Demands: Ability to access/service equipment which may be in low, high, cramped, or otherwise inconvenient locations.
  11. Professionalism: Ability to act diplomatically in a professional corporate environment.
  12. Organization: Be highly organized with excellent time management.
  13. Continuous Learning: Continuously upgrading knowledge of Ricoh products.
Other Requirements
  1. Driver's License: 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.
  2. Travel: Extensive daily travel in an automobile between customer locations is usually required. Assignment of a walking territory within a limited urban area would require extensive travel by foot.
  3. Shift Work: Shift work, overtime, stand-by, and/or on-call may be required.
  4. Physical Effort: Physical effort is required to move objects on wheels that may weigh up to 400 pounds and be able to lift and carry objects that weigh up to 50 pounds. Requires frequent walking, standing, bending, reaching, and lifting when installing equipment.
  5. Tool Handling: Tool cases and assorted service-related tools weighing in the range of 25 to 50 pounds must be carried to a variety of machine locations.
  6. Hand Tool Skills: A high level of dexterity is required in the regular use of a variety of hand tools, including screwdrivers, pliers, wrenches, and some electronic testing equipment.