Field Specialist, Field Services Support

$27.00 - $33.00 per hour Field Specialist, Field Services Support POSITION PROFILE Services and repairs a variety of office equipment at customer locations, typically within a designated geographic territory. May be viewed as a technical specialist on certain products. Additional responsibilities may include Team Lead and/or Coordinator functions. This position requires one (1) industry certification. Job Duties and Responsibilities Technical Service and Support Specializes in the servicing and repair of a core set of highly complex office products. Manages assigned territory, inventory, and customer relationships. Provides second-level technical support to other technicians as a product specialist. Achieves expected productivity levels associated with assigned workload and experience level. Actively identifies revenue-generating opportunities through supply leads, contract sales leads, network support contract leads, equipment leads, and print assessment opportunities. Works effectively with minimal supervision. Demonstrates Technical Expertise and Provides Specialist Services Performs a full range of service and repair procedures, including diagnostics, installation, removal, and retrofits on a core set of highly complex office products. Demonstrates required digital competencies associated with assigned products and job level. Troubleshoots and repairs or replaces equipment components as required on black-and-white, color, and multifunction devices. Completes technical training on new equipment as assigned. Provides Advanced Training Conducts on-the-job training (OJT) for new and experienced technicians as required. Conducts technical seminars as required. Serves as a role model and demonstrates professional appearance and behavior at all times, including in difficult situations. Acts as a positive influence and champion within the team and organization. Proactively identifies opportunities to improve processes and performance. Territory Management Assumes responsibilities of the Field Technology Service Manager as required. Effectively executes all territory management and call-handling procedures. Works closely with sales partners to maximize equipment leads and upgrade opportunities. Maintains and manages parts inventory with a high degree of accuracy. Adheres to established territory backup plans. Completes all required administrative tasks accurately and in a timely manner. Complies with all company policies and procedures. Customer Service Effectively manages complex and challenging customer situations. Serves as a communication link for unresolved technical issues and problems. Interacts with customers to determine equipment service needs and ensure a high level of customer satisfaction. Maintains productive and professional relationships with all company personnel. Maintains assigned vehicle ("car stock") inventory. Performs other duties as assigned. Qualifications (Education, Experience, and Certifications) Typically Required High level technical skills typically gained through completion of technical school and three (3) or more years of related experience, including a minimum of two (2) years as a Technology Service Consultant I. One (1) industry certification required. Sustained performance at a "Meets Expectations" or higher level for at least two (2) years. Valid state driver's license required. Minimum level of automobile insurance coverage as required by Ricoh policy for positions involving significant use of a personal vehicle for company business. Knowledge, Skills, and Abilities Excellent working knowledge of electro-mechanical devices and electronics. Expert knowledge of assigned equipment and related technologies. Strong analytical and methodical problem-solving skills. Excellent interpersonal and verbal communication skills. Exceptional customer service skills, including proactive follow-up to ensure issue resolution. Ability to read and comprehend technical manuals, parts books, service bulletins, and other technical publications. Strong troubleshooting and diagnostic abilities. Ability to work independently while managing multiple priorities and service demands. Working Conditions, Mental and Physical Demands Typically works in office and customer-site environments with adequate lighting, ventilation, and normal ranges of temperature and noise. Extensive daily travel between customer locations is required, typically by automobile. In some urban territories, extensive walking may be required. Travel is required in a variety of weather conditions. Regular exposure to conditions that may result in minor cuts, burns, and contact with chemical solvents and cleaning agents. Shift work, overtime, standby duty, and/or on-call assignments may be required. Daily interaction with the Dispatch Department to receive service assignments and instructions. Frequent interaction with Parts Department personnel to receive ordered parts and materials. Regular communication with the Field Service Manager regarding work assignments, direction, customer concerns, and operational issues. Daily customer interaction with office managers, machine operators, and other end users to investigate and resolve equipment issues. Work may involve periods of stress due to increased service call volumes and occasional interactions with dissatisfied customers. Physical demands include moving wheeled equipment weighing up to 400 pounds and lifting or carrying objects weighing up to 50 pounds. Frequent walking, standing, bending, reaching, stooping, squatting, kneeling, and lifting are required when servicing and installing equipment such as computers, controllers, multifunction devices, copiers, and projectors. Must transport tool cases and service equipment weighing approximately 25 to 50 pounds, which may involve carrying items up and down stairs. Requires a high degree of manual dexterity and frequent use of hand tools, including screwdrivers, pliers, wrenches, and electronic testing equipment. Strong fine-motor skills are required when working with small electronic and mechanical components. 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.