Senior On-Site Service Specialist

Senior On-Site Service Specialist

Position Profile

Provides operations functions in one or all of the following areas: operates high-volume duplicating, production, sorting, mailing, or bindery equipment; performs associated copying tasks; ships and receives products and supplies; sorts, distributes, and handles incoming and outgoing mail/faxes; and applies necessary postage. Provides copier maintenance and/or repair of customer site equipment.

May also perform bindery services, quality control and final checks, housekeeping/hospitality, file services, call center support, and reception duties. May perform various building support functions related to meeting setups and light maintenance.

Note: Due to the higher level of presentation and telephone skills required, as well as temporary or occasional receptionist duties, employees performing this function are considered 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

• Runs high-volume/production copy machines and performs binding and finishing work.
• Ensures convenience copiers are functioning properly by conducting daily quality inspections. Clears paper jams and informs technicians of specific problems.
• Performs basic equipment troubleshooting and escalates calls to technicians as needed.
• Performs equipment setup as prescribed by the customer (adding toner, stocking paper, etc.).
• Performs document scanning and/or imaging duties.
• May perform reception services on a temporary or occasional basis.
• Maintains records for management reports and inventories of needed supplies.
• Distributes office supplies, fax transmissions, and mail to company personnel and/or designated drop-off points as required.
• Calculates charges for jobs performed, maintains logs, and may generate reports.
• Responds to and coordinates all customer service calls.
• May perform filing duties in conjunction with specific customer requests.
• Delivers completed jobs to predetermined customer locations within and outside the site.
• Maintains daily meter and service logs.
• May travel between customer buildings.
• Answers customer questions regarding the status or feasibility of job requests.
• Ensures copier areas remain neat, organized, and adequately stocked.
• Performs duties related to shipping materials.
• Performs duties related to receiving materials.
• May perform meeting room and conference room setups.
• May perform building occupant moves within assigned facilities.
• May perform light maintenance and cleaning duties as assigned.
• May occasionally perform shipping, receiving, and dock work in a mailroom environment.
• May require periodic overtime, including nights, weekends, and off-hour emergency response.
• Uses shrink-wrap machines, paper cutters, hole drills, bindery equipment, joggers, tape machines, stackers, electric staplers, and scales to complete contracted jobs.
• Uses copier equipment, calculators, fax machines, postage meters, and basic PC applications.
• Performs filing duties, which may include purging and archiving old documents.
• Maintains an understanding of the Ricoh Services Portfolio and related technology.
• Ensures data for Ricoh MOR, SPG, and job logs are accurately captured.
• Performs other duties as assigned.

Qualifications (Education, Experience and Certifications)

• High school diploma or GED required.
• One to two years of related work experience required.
• Previous copy center or related experience preferred.
• May require a valid driver's license and minimum levels of auto insurance coverage in accordance with Ricoh requirements.
• Demonstrated competency in basic computer skills, including proficiency in Microsoft Office Suite.

Knowledge, Skills and Abilities

• Working knowledge of copiers and related equipment maintenance and repair is preferred.
• Knowledge and understanding of shipping and receiving procedures.
• Basic electronics knowledge is preferred.
• Ability to work independently and adapt to changing priorities to complete projects.
• Ability to determine proper packing methods and materials and verify packing slips for accuracy.
• Ability to comprehend instructions related to mail delivery and distribution.
• Strong troubleshooting and problem-solving skills.
• Ability to read and understand written technical information, including manuals, parts books, and related publications.
• Excellent customer service and verbal communication skills.

Working Conditions, Mental and Physical Demands

• Frequent exposure to copier/fax machine noise, toner, changing room temperatures, and occasional paper cuts associated with handling paper and opening boxes.
• Exposure to various weather conditions when traveling between buildings, as well as equipment-related hazards that may present opportunities for injury or accidents.
• Daily telephone and in-person interaction with customers, employees, managers, and/or the Dispatch Department, with occasional contact with vendors and equipment repair personnel.
• Ability to work under tight deadlines and quick turnaround times, which may create high-stress situations.
• Physical demands include extended periods of standing, walking, bending, reaching, stretching, climbing, and similar activities.
• Must be able to lift or move items weighing up to 50 pounds and push or pull wheeled equipment weighing up to 400 pounds for repair purposes.
• Walking between buildings may be required.

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.