Field Specialist, Field Services Support CIP

 

Field Services Support Specialist II CIP

POSITION PROFILE

This position requires multi-specialist technology level skills to work independently as a product/services solution's specialist in servicing or training on certain business support for multi-solutions work area needs/offerings. Serves as the primary resource providing service/training solutions and mentoring on products and services. Also includes new business and other various support and solution functions as developed or assigned.

JOB DUTIES AND RESPONSIBILITIES

Technical

·         Performs multi specialist solutions skill services including configuring, installing, troubleshooting, networking, maintaining, and training as assigned in their area of responsibility expertise on a variety of products and services.

·         Collects, measures, records, processes, and analyzes complex data. Applies results to support service improvement area wide.

·         Proactively seeks volume building and product/process upgrade opportunities that result in increased utilization of Ricoh equipment, supplies and services.

·         Assembles/adjusts/maintains/shares expertise on products according to specs, and/or relevant documentation/instruction. Performs the same for equipment operations.

·         Demonstrates high level of proficiency in their area of expertise as well as taking on a team lead /coordinator role as needed/directed.

·         Performs a full range of services including customer training, equipment and workflow observation, and solution presentation for improved methods.

Customer Services

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

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

Manage Workload

·         Maintains a full workload, meeting appropriate response times, repair times, quality objectives and cost control metrics.

·         Effectively executes all required workload management and call handling procedures, using current field call management requirements.

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 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.

·         Handles information of a highly confidential nature.

·         Possesses excellent multi-tasking and prioritizing skills.

·         Identifies problems, opportunities and develops solutions.

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

·         Displays a high level of professionalism in the most difficult circumstances; demonstrates the ability to overcome considerable technical, customer and logistical obstacles.

·         Requires proficient familiarity in use of Microsoft Office com