Senior On-Site Service Specialist

Senior On-Site Service Specialist POSITION PROFILE

Provides operational support in one or more of the following areas: high-volume duplicating, production, sorting, mailing, bindery services, shipping and receiving, mail distribution, fax services, and copier support. Responsible for handling incoming and outgoing mail, applying postage, maintaining office equipment, and supporting day-to-day office services operations.

May also perform duties related to bindery, quality control, final inspection, hospitality, file services, reception, call center support, meeting room setup, and light facilities maintenance.

Due to the higher level of customer interaction, presentation, and telephone skills required, as well as occasional receptionist responsibilities, employees performing this function are classified as Senior On-Site Service Specialists.

This position reports directly to the Site Manager, Site Supervisor, or Assistant Site Manager, depending on site personnel configuration.
Job Duties and Responsibilities

- Operates high-volume production copiers and performs binding and finishing work.

- Ensures convenience copiers are functioning properly through daily quality inspections.

- Clears paper jams and reports equipment concerns to service technicians.

- Performs basic equipment troubleshooting and escalates service issues as needed.

- Sets up and replenishes equipment, including adding toner and stocking paper.

- Performs document scanning and imaging services.

- May provide temporary or occasional reception support.

- Maintains records for management reporting and inventory control.

- Distributes office supplies, fax transmissions, mail, and packages to designated recipients and locations.

- Calculates charges for completed work, maintains logs, and generates reports as required.

- Responds to and coordinates customer service requests.

- Performs filing duties as requested by customers.

- Delivers completed jobs to designated customer locations within and outside the facility.

- Maintains daily meter readings and service logs.

- May travel between customer locations and buildings.

- Responds to customer inquiries regarding project status and service requests.

- Maintains copier and equipment areas in a clean, organized, and fully stocked condition.

- Performs shipping and receiving duties for materials and packages.

- Assists with meeting room and conference room setup.

- Supports office and occupant relocations within assigned facilities.

- Performs light maintenance and cleaning duties as assigned.

- May assist with mailroom, shipping, receiving, and dock operations.

- May require periodic overtime, including evenings, weekends, and emergency response situations.

- Utilizes equipment such as:

Shrink-wrap machines

- Paper cutters

- Hole drillers

- Bindery equipment

- Joggers

- Tape machines

- Stackers

- Electric staplers

- Scales

- Operates copier equipment, calculators, fax machines, postage meters, and personal computers.

- Performs document filing, archiving, and purging activities.

- Maintains an understanding of Ricoh services, technology offerings, and operational processes.

- Ensures data for Ricoh MOR, SPG, and job logs is accurately captured and maintained.

- Performs other duties as assigned.

Qualifications (Education, Experience, and Certifications) Required Qualifications

- High school diploma or GED required.

- One (1) to two (2) years of related work experience.

- Demonstrated competency in basic computer skills, including Microsoft Office Suite.

Preferred Qualifications

- Previous copy center, print production, or document services experience preferred.

- Valid driver’s license and minimum automobile insurance coverage may be required in accordance with Ricoh policy.

Knowledge, Skills, and Abilities

- Working knowledge of copiers and related office equipment maintenance preferred.

- Knowledge of shipping and receiving procedures.

- Basic electronics knowledge preferred.

- Ability to work independently and adapt to changing priorities.

- Ability to determine appropriate packaging materials and verify packing slips for incoming shipments.

- Ability to understand and follow mail delivery procedures.

- Strong troubleshooting and problem-solving skills.

- Ability to read and interpret technical manuals, parts books, and related documentation.

- Excellent customer service, interpersonal, and verbal communication skills.

- Strong organizational skills and attention to detail.

Working Conditions, Mental and Physical Demands

- Frequent exposure to copier and fax machine noise, toner, and varying room temperatures.

- May be exposed to paper cuts while handling documents and opening boxes.

- Exposure to varying weather conditions when travel between buildings is required.

- Daily interaction with customers, employees, management, dispatch personnel, and occasionally vendors and equipment repair technicians.

- Ability to work under pressure and manage tight deadlines and quick turnaround requirements.

- Requires extended periods of:

Standing

- Walking

- Bending

- Reaching

- Stretching

- Climbing

- Ability to lift and move items weighing up to 50 pounds.

- May be required to push or pull wheeled equipment weighing up to 400 pounds during maintenance or relocation activities.

- Walking between customer buildings and work locations may be required.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the role.