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 wa