Senior Field Representative, Support CIP

 

Senior Field Representative, Support CIP

POSITION PROFILE

This position requires the solution technology level skills to work independently as a product/services solutions specialist in servicing and/or training on certain business support work area needs/offerings. Also include new business and other various support functions as developed or assigned.

JOB DUTIES AND RESPONSIBILITIES

Technical

·         Performs product specialist solution skill services including configuring, installing, troubleshooting, networking, maintaining, and training as assigned in their area of responsibility expertise.

·         Performs full range of product repair, customer training, equipment, and workflow observation, and engages in problem solving sharing solutions to improve methods.

·         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 specs, and/or relevant documentation/instruction. Performs the same for equipment operations.

·         Considered a resource for others when solutions level expertise/skill is required. Works independently, shows knowledge and command of a range of products, environments, and potential issues relevant to assigned roles and responsibilities.

Customer Services

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

·         Understands and promotes Ricoh's support functions and offerings, anticipates, and manages customer needs.

Manage Workload

·         Responsible for managing own time and schedule and assists in support of solutions time/schedule.

·         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 presentation for improved methods.

Administrative

·         Complies with all company policies and completes administrative tasks in an accurate and timely manner.

·         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.

·         Responsible for maintaining a "car stock" and/or customer on-site inventory as assigned/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 entailing extensive use of personal car while on company business.

·         Requires high school diploma. Completed classes and experience involving computers, electronics, mechanics, basic network and basic connectivity and printing software application is desired.

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

·         Follow this internal link for the certification requirement document. https://rworld.ricoh-usa.com/docs/DOC-766716

KNOWLEDGE, SKILLS, AND ABILITIES

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

·         Efficiently handles information of a highly confidential nature.

·         Possesses required multi-tasking and prioritizing skills.

·         Identifies problems, opportunities and develops solutions.

·         Possesses required organizational, interpersonal, and verbal communication skills.

·         Is process-improvement oriented.

·         Requires proficient use of Microsoft Office computer application programs and the use of computers, mobile technology and associated applications and / or systems.

WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS

·         Extensive daily travel in an automobile between customer locations is usually required. Assignments at a customer's site or a "walking work area" within a limited urban a