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 includes 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 area might require extensive travel by foot. All travel may be required in a wide variety of weather conditions. May also include working outdoors at times.
• Occasional overnight travel may be required.
• May be required to move objects on wheels up to 400 pounds and be able to lift and carry objects that weigh up to