Field Specialist I, Advanced CIP

Field Specialist I, Advanced CIP

$56,444 - $76,925 per year

POSITION PROFILE

This position requires advanced-level technology skills to work independently and provide strategic analysis and consultative support to service, maintain, repair, and develop solutions for a wide variety of company products and services. Responsibilities also include supporting new business initiatives and performing various support and solution functions as developed or assigned.
JOB DUTIES AND RESPONSIBILITIES Technical

- Performs advanced solutions services including configuring, installing, troubleshooting, networking, maintaining, and training on a wide variety of products and services within assigned areas of expertise.

- Fulfills the role of a consultant/strategic professional; demonstrates the ability to solve complex product and recurring issues.

- Leads others in technical problem-solving and knowledge-sharing efforts; understands and instructs on processes and demonstrates leadership in handling complex situations.

- Proactively seeks volume-building opportunities that result in increased utilization of Ricoh equipment, supplies, and services.

- Assembles, adjusts, maintains, and shares expertise on products according to specifications and relevant documentation/instructions. Performs the same for equipment operations.

Customer Services

- Understands and promotes Ricoh's support functions and offerings; anticipates and manages customer needs across multiple levels.

- Manages own time and schedule effectively and assists others in supporting multiple solutions and schedules.

- Maintains and leads productive, professional relationships with all customers and Ricoh personnel and contributes to the overall success of the team.

Manage Workload

- Effectively executes all required workload management and call-handling procedures using current field call management requirements.

- Performs a full range of services, including customer training, equipment and workflow observation, and solution presentations for improved methods.

Administrative

- Maintains a full workload while meeting appropriate response times, repair times, quality objectives, and cost-control metrics.

- Complies with all company policies and completes administrative tasks accurately and in a timely manner. Assists others in their application.

- Performs administrative duties as assigned, including maintaining required logs, processes, and reports.

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

- Accounts for all time and activity by recording information through the proper tracking system.

- Maintains a "car stock" and/or customer on-site inventory as assigned or necessary.

Results

- Achieves expected productivity levels associated with assigned workload and level of experience.

- Actively participates in Ricoh Extra Value program opportunities as defined (CS212, etc.) and bills accordingly.

- Performs other duties as assigned.

QUALIFICATIONS (Education, Experience and Certifications)

- Requires a valid state driver's license and minimum level of auto insurance coverage per Ricoh policy for positions involving extensive use of a personal vehicle while conducting company business.

- Requires a high school diploma. Coursework and experience involving computers, electronics, mechanics, basic networking, connectivity, and printing software applications are preferred.

- Meets the requirements listed in the Technology Services Training Role Inventory and Certification Program for the assigned role, as defined by management.

- Certification requirement document: https://rworld.ricoh-usa.com/docs/DOC-766716

KNOWLEDGE, SKILLS AND ABILITIES

- Goal-oriented, self-motivated, and committed to ongoing self-development and the development of others.

- Effectively handles highly confidential information.

- Possesses advanced multitasking and prioritization skills.

- Identifies problems and opportunities and develops effective solutions.

- Demonstrates strong organizational, interpersonal, and verbal communication skills.

- Adept at avoiding and resolving conflict effectively. Maintains a high level of professionalism in difficult circumstances and demonstrates the ability to overcome technical, customer, and logistical obstacles.

- Requires advanced proficiency with Microsoft Office applications, computers, mobile technology, and associated applications and/or systems.

WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS

- Extensive daily travel between customer locations is typically required. Assignments at customer sites or within limited urban areas may require significant travel by foot. Travel may occur in a wide variety of weather conditions and may include outdoor work.

- Occasional overnight travel may be required.

- May be required to move wheeled objects up to 400 pounds and lift/carry objects weighing up to 50 pounds. Frequent stooping, bending, squatting, and kneeling are required to service equipment at floor level, on racks, or above shoulder height using a ladder.

- Requires dexterity and regular use of calculators, keyboards, hand tools, and eye-hand coordination.

- Shift work, overtime, stand-by, and/or on-call responsibilities may be required.

- Work involves periodic stress related to deadlines, performance expectations, increased service call volume, and occasional interactions with dissatisfied customers.

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