WorkMyWay

This role demands a multi-disciplinary skill set to operate independently as an expert in providing solutions for various business support needs. You will serve as the primary resource for delivering service/training solutions and mentoring on products and services. Additionally, you will engage in new business support and other assigned functions.

Primary Responsibilities

Technical:

• Provide specialized services including configuration, installation, troubleshooting, networking, maintenance, and training in your area of expertise.
• Collect, measure, record, process, and analyze complex data to support service improvements.
• Proactively identify opportunities for product and process upgrades to increase utilization of Ricoh equipment, supplies, and services.
• Assemble, adjust, maintain, and share expertise on products according to specifications and relevant documentation.
• Demonstrate high proficiency in your area of expertise and take on team lead or coordinator roles as needed.
• Deliver a full range of services, including customer training, equipment and workflow observation, and solution presentations for improved methods.

Customer Services:

• Understand and promote Ricoh's support functions and offerings, anticipate, and manage customer needs.
• Maintain professionalism in all customer interactions and foster productive relationships with both customers and Ricoh personnel.

Manage Workload:

• Maintain a full workload, meeting response times, repair times, quality objectives, and cost control metrics.
• Effectively execute workload management and call handling procedures using current field call management requirements.

Administrative:

• Adhere to company policies and complete administrative tasks accurately and timely.
• Maintain required logs, processes, and reports, and account for all time and activity using the proper tracking system.
• Manage and maintain "car stock" and/or on-site inventory as necessary.

Results:

• Achieve expected productivity levels and actively participate in the Ricoh Extra Value program opportunities (e.g., CS212) and bill accordingly.
• Perform other duties as assigned.

Required Experience

• Valid state driver's license and auto insurance coverage as per Ricoh policy for extensive personal car use while on company business.
• Meet requirements listed in the Technology Services Training Role Inventory and Certification Program as defined by the manager.
• Follow the certification requirement document.

Required Education

• High school diploma required.

Knowledge, Skills, and Abilities

• Goal-oriented, self-motivated, and committed to ongoing self-development and the development of others.
• Handle highly confidential information with discretion.
• Excellent multi-tasking, prioritizing, organizational, interpersonal, and verbal communication skills.
• Identify problems, opportunities, and develop solutions.
• Maintain professionalism in challenging circumstances and overcome technical, customer, and logistical obstacles.
• Proficient in using Microsoft Office applications, computers, mobile technology, and associated systems.

Work Environment

• Extensive daily travel in various weather conditions, potentially involving overnight stays.
• Move objects up to 400 pounds on wheels and lift/carry objects up to 50 pounds.
• Frequent stooping, bending, squatting, kneeling, and ladder use.
• Requires dexterity for regular use of calculators, keyboards, hand tools, and eye/hand coordination.
• May involve shift work, overtime, stand-by, and/or on-call duties.
• Periodic stress related to deadlines, performance expectations, high service call volume, and occasional interactions with dissatisfied customers.

About the Company

Come Create at Ricoh:

If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive a high-performance team and our commitment to excellence.

Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information—how it is collected, stored, managed, and shared—to unlock the potential in every organization. We deliver services and technologies that inspire our customers’ success and guide them toward a better and more sustainable future. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.