WorkMyWay

Field Specialist, Field Services Support CIP

POSITION PROFILE

? Role Overview

The Field Specialist, Field Services Support CIP is a high-impact technical role requiring advanced troubleshooting, consultative support, and strategic problem-solving across Ricoh’s product and service portfolio. This position operates independently, delivering expert-level service, driving customer satisfaction, and contributing to business growth through proactive solutioning and relationship management.

🔧 Core Responsibilities Technical Expertise

Configure, install, network, and maintain Ricoh hardware and software solutions

Resolve complex and recurring technical issues with minimal supervision

Lead technical knowledge-sharing and mentor peers in advanced service practices

Identify and pursue opportunities to increase product utilization and customer value

Maintain and adjust equipment per specifications and documentation

Customer Engagement

Anticipate customer needs and deliver consultative support across solution areas

Promote Ricoh’s service offerings and ensure high levels of customer satisfaction

Build and sustain professional relationships with clients and internal teams

Provide training and workflow optimization to enhance customer operations

Territory & Workload Management

Independently manage schedule, service calls, and workload priorities

Execute call handling and field service protocols with precision

Maintain accurate inventory (car stock or on-site) and assist others as needed

Administrative & Compliance

Complete all required logs, reports, and documentation accurately and on time

Track time and activity using Ricoh’s systems

Comply with company policies and support others in doing the same

Participate in Ricoh Extra Value programs and bill accordingly

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.

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 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. Assignment 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 50 pounds. Frequent stooping, bending, squatting and kneeling are required to service equipment at floor level, on racks, or above shoulder height using a ladder.

         Requires dexterity - regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination).

         Shift work, overtime, stand-by and/or on-call may be required.

         Work has periodic stress related to deadlines, performance expectations and an increased volume of service calls placed and occasional contact with dissatisfied customers.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.