Consultant II, Strategic Service

Additional Pay Details 

Compensation Range 

$75,000 - $95,000 per Year 

 

Consultant II, Strategic Service

POSITION PROFILE

The Consultant II, Strategic Service is responsible for managing all service-related activities for assigned Ricoh Family Dealers. These activities include, but are not limited to:

• Product performance
• Customer satisfaction
• Ricoh consumables marketing
• Global major account support
• Business management
• Technical support for the full line of Ricoh hardware and software solution products

Support is provided either on-site or remotely, depending on needs and circumstances.

This role represents Ricoh to dealers and end users in various situations. It requires extensive industry experience, including service management and/or supervisory functions. The Consultant is viewed as a technical expert with authority on the disposition of non-performing equipment to ensure customer satisfaction and acts as a liaison between dealers and Ricoh Technical Services, Ricoh Company Limited, and other departments.

Job Duties and Responsibilities Service Planning

• Identify and provide direction on dealer service training
• Educate dealers on service pricing tools and cost estimation sheets
• Review consumable product performance data with the Region Annuity Manager
• Participate in product shows, dealer open houses, and other marketing support efforts (including setup and equipment transport)
• Resolve customer satisfaction issues
• Engage appropriate resources to resolve hardware and software solution issues
• Provide remote technical support using augmented reality tools
• Conduct dealer service plan reviews
• Collaborate with Business Consultants to maintain strong dealer relationships
• Provide guidance on technical and business-related issues
• Lead technical presentations and seminars
• Assist Region Service Director in developing strategies to support the dealer network
• Support consumable marketing efforts
• Develop service strategies and efficiencies to ensure dealer profitability
• Support development and management of industry benchmarks
• Promote Ricoh genuine consumables
• Support product and services marketing
• Responsible for revenue generation in assigned territory
• Monitor dealer adherence to sole source agreements

Customer Satisfaction

• Identify root causes of customer complaints and create mitigation plans
• Assist in dealer/end-user conflict resolution
• Ensure product performance and customer satisfaction

Product Information Distribution

• Distribute product information and promote awareness of Ricoh resources
• Collaborate with TSE teams to create “How-To” guides and share updates on new products, technologies, and trends

Technical Support

• Create dealer services presentations for workshops
• Research and resolve dealer service issues
• Assess and report on product performance
• Act as liaison between technical services and dealers
• Gather information and documentation for problem escalation
• Facilitate strategic technical training
• Perform other duties as assigned

Qualifications

• Associate degree or equivalent from a technical/military school
• Minimum of 7 years of directly related service or field experience
• Service management or supervisory experience
• Advanced knowledge of diagnostic tools and service procedures
• Certifications:
  • CompTIA A+ and Network+
  • CompTIA CDIA
  • Microsoft certifications
  • Ricoh product certifications
  • Software solution product training

Knowledge, Skills, and Abilities

• Excellent problem-solving and analytical skills
• Strong teamwork and communication skills
• Ability to communicate technical concepts clearly
• Deep understanding of the dealer business model
• Ability to manage multiple priorities
• Effective customer relations and negotiation skills
• Advanced industry knowledge of office products, solutions, and services
• Ability to work under pressure and develop action plans
• Strong presentation and time management skills
• Proficiency in Microsoft Office applications

Working Conditions and Physical Demands

• Frequent travel with overnight stays
• Interaction with diverse personalities and backgrounds
• Ability to wor