Field Specialist I, Production Technology Services

Production Systems Technology Service Specialist I

The Production Systems Technology Service Specialist is a specialist in the servicing and repair of High Volume (Segment 6), Black & White, Color Graphics or Printing Systems equipment at customer locations usually within a specific geographic area.

RESPONSIBILITES:

• Specializes in the servicing and repair of High Volume (Segment 6), B&W, Color Graphics, Printing Systems equipment and enabler hardware.
• Manages territory, inventory and customer relationships.
• Achieves expected productivity levels associated with assigned workload and level of experience.
• Actively drives revenue generating opportunities through supply leads, contract sales, network support contract leads, equipment and print assessment leads.
• Performs a full range of servicing and repair service procedures including diagnostics, installation, removal and retrofits on High Volume (Segment 6), B&W, Color Graphics or Printing Systems equipment.
• Performs Basic Connected installations, sets up IP address, downloads printer drivers and provides customer training on printing functions.
• Demonstrates required digital competencies associated with assigned products and level assignment.
• Performs troubleshooting and repairs or replaces equipment components as necessary on B&W, color and multifunctional devices.
• Completes technical training on new equipment as assigned.
• Effectively executes all required territory management and call handling procedures.
• Works closely with sales partners to maximize equipment leads and upgrade opportunities.
• Assumes responsibilities assigned by the Field Technology Service Manager as required.
• 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
• Available to work shifts, stand-by, and/or on-call as required.
• Interacts with internal and external customers for the purpose of determining service needs on equipment and ensuring overall high level of customer satisfaction with the service performed.
• Provides technical assistance to less experienced technicians.
• Exhibits professional appearance and demeanor at all times.
• Maintains productive, professional relationship with all Ricoh personnel and serves as a role model.
• Is a positive influence/champion within the team/organization.
• Practices Ricoh Values at all times and complies with all company policies.
• Performs other duties as assigned.

QUALIFICATIONS:

• 4 years field experience including 1 year as TSC I
• Sustained "Exceeds Expectations" performance level
• A+ or Net+ certifications (as an asset)
• High Volume, Color Graphics Trained and assigned. (75% as an asset)

KNOWLEDGE, SKILLS & ABILITIES:

• 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.
• This position requires the ability to accurately distinguish colors as part of essential job functions
• Requires regular written and verbal communications with vendors of hardware and software to gain further technical knowledge of applications.
• Requires knowledge of computer operating systems; network design, implementation and servicing; and familiarity with a wide range of software applications.
• Possesses methodical approach to resolving problems.
• Possesses strong interpersonal and verbal communications skills.
• Possesses excellent customer service skills including ability to follow up to ensure closure of issues.
• Possesses the ability to effectively communicate with customers on complex subjects.
• Possesses ability to read and comprehend written technical information in the form of technical manuals, parts books and relevant publications in support of the service of digitized output devices.
• Possesses ability to convey technical information through training seminars, written, or verbal communication.
• Possesses ability to write, assemble and distribute technical information relative to connectivity.