Field Specialist I, Customer Liaison

Field Specialist I, Customer Liaison

$55,000 - $60,000 per year

POSITION PROFILE
The Field Specialist I, Customer Liaison position is assigned to key customer sites. In addition to delivering certain contracted services, this position is responsible for interfacing with the client to determine the best way to meet current and future needs and for building a positive relationship with the customer in order to grow the account. May have on-site/off-site or third-party job coordination and/or job consulting responsibility. Position is responsible for supporting the marketing efforts of Ricoh services to external customers and with day-to-day support on projects. Will maintain a high level of customer interaction with a focus on growing volume and new business for the site. In some cases, this position may also be responsible for technical support for equipment, production and job requirements. This is an exempt position that requires specific customer knowledge. In addition, this position is responsible for providing fleet support and management for customer print and imaging environments, serving as a technical resource for equipment and service-related issues, and leading or coordinating customer projects from initiation through completion. The role partners with internal and external stakeholders to ensure successful implementation of solutions, ongoing operational efficiency, and achievement of customer objectives.

Job Duties and Responsibilities
• Enhances product knowledge through regularly scheduled training sessions.
• Supports marketing campaigns and promotional offers to help optimize revenue
• Interface with customers to manage higher-level work or job requirements requiring a specific production knowledge or skill.
• May serve as on-site/off-site sales coordinator.
• Serves customers by providing product and service information and resolving product and service problems.
• Resolves product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
• Maintains financial accounts by processing customer adjustments.
• Recommends potential products or services to management by collecting customer information and analyzing customer needs.
• Prepares product or service reports by collecting and analyzing customer information.
• Liaison between internal stakeholders, marketing team, and external stakeholders to gather information, communicate information, and ensure overall communication flow profiles within an account.
• Provides fleet support and oversight for customer print, imaging, and related technology environments, including utilization monitoring, performance optimization, and issue escalation management.
Acts as a technical support resource by troubleshooting hardware, software, connectivity, and workflow-related issues; coordinates with service teams to ensure timely resolution.
Manages customer-facing projects, including planning, scheduling, coordinating resources, tracking milestones, communicating status updates, and ensuring successful project delivery.
• Performs other duties as assigned

Qualifications (Education, Experience and Certifications)
Typically Required:
• BA/BS preferred or equivalent experience.
• 3-5 years related field experience.
• Proficient in PowerPoint and able to create professional, executive presentations.
• Experience with digital marketing and graphic design preferred.
• Requires experience in operation of the most advanced machines, performing complex jobs.
• Customer Service experience is required.

KNOWLEDGE, Skills And Abilities
• Possesses excellent written and verbal communication skills and ability to problem-solve.
• Possesses excellent prioritization and organization skills and ability to multitask.
• Creative, out-of-the-box thinker
• Ability to effectively communicate with both external and internal customers and stakeholder.

Working Conditions, MENTAL and PHYSICAL DEMANDS
• Handles time demands by working normal working hours and being on call when needed.
• Open availability, Remote, on-premise, virtual or hybrid
• Works in a typical office environment with adequate lighting and ventilation, and a normal range of temperature and noise level.
• Communicates daily and weekly with department.
• Work assignments are highly diversified. New alternatives are regularly developed. There is often no precedent established for problems encountered.
• Requires ability to work in a production facility, adapting to moderate to high noise levels.
• Copes with moderate stress level by adapting to and coping with stressful situations in a positive manner.
• Some physical effort is required; often requires standing 4 hours a day at a copy machine.
• May be required to move supplies by lifting 50 lbs. from the floor to waist height, carrying 10 feet and lowering back to the floor.