WorkMyWay

The Field Services Support Specialist II is a highly skilled technical expert responsible for delivering advanced service solutions across multiple product lines. This role serves as the primary resource for training, mentoring, and servicing specialized business solutions. Responsibilities include optimizing service operations, analyzing data for improvements, and supporting new business initiatives.

Key Responsibilities Technical Expertise & Solutions Implementation

Configures, installs, troubleshoots, networks, and maintains a broad range of equipment and technologies.

Collects and analyzes complex data to identify service improvement opportunities across business areas.

Proactively identifies product/process upgrade opportunities, increasing Ricoh equipment utilization.

Assembles, adjusts, and maintains equipment, providing expert guidance for optimal operations.

Demonstrates high proficiency in technical areas and assumes team lead/coordinator roles when necessary.

Provides workflow observations, customer training, and solution recommendations to improve efficiency.

Customer Service & Relationship Management

Actively promotes Ricoh's support offerings, anticipating and addressing customer needs.

Maintains strong professional relationships with customers and Ricoh personnel, contributing to overall team success.

Workload & Performance Management

Manages a full workload, ensuring prompt service response times, repair efficiency, and quality control.

Executes workload management and call-handling procedures with precision.

Administrative & Compliance

Adheres to company policies, completing administrative tasks accurately and efficiently.

Maintains necessary logs, reports, and inventory records.

Tracks all work activities using proper reporting systems.

Manages "car stock" and on-site inventory, ensuring optimal equipment availability.

Results & Business Growth Initiatives

Achieves productivity targets, meeting workload and experience-based expectations.

Actively participates in Ricoh Extra Value program opportunities to enhance service offerings.

Assists in identifying new business growth opportunities for improved operational performance.

Qualifications & Requirements

Valid state driver’s license and minimum auto insurance coverage per company policy.

High school diploma required; coursework or experience in computers, electronics, mechanics, networking, or printing software preferred.

Meets Technology Services Training Role Inventory and Certification Program requirements.

Skills & Competencies

Goal-driven, self-motivated, and committed to continuous professional development.

Strong ability to handle confidential information with discretion.

Excellent multitasking, prioritization, and problem-solving skills.

Demonstrates professionalism in complex technical, customer, and logistical situations.

Advanced proficiency in Microsoft Office, computers, mobile technology, and associated applications.

Working Conditions & Physical Demands

Extensive daily travel between customer locations by automobile; urban foot travel may be required.

Exposure to varied weather conditions and occasional outdoor work.

Frequent lifting (up to 50 lbs), bending, kneeling, and maneuvering equipment (up to 400 lbs).

Use of hand tools, diagnostic equipment, and electronic testing devices.

Potential exposure to solvents, cleaning agents, and mechanical components.

Occasional shift work, overtime, stand-by, or on-call responsibilities.