WorkMyWay

Core Purpose of the Role

This position is designed for someone who can operate independently as a technical specialist, handling installation, configuration, troubleshooting, and customer training across a range of Ricoh products and solutions. It’s a hybrid of technician, trainer, workflow consultant, and customer‑relationship manager.

 Technical Responsibilities

• Handle multi‑solution service work: installation, configuration, networking, maintenance, and troubleshooting.
• Train customers on equipment, software, and workflow improvements.
• Collect and analyze technical data to improve service performance across the region.
• Identify opportunities to increase usage of Ricoh products and services.
• Maintain deep expertise in assigned product lines and occasionally act as team lead.
• Perform equipment adjustments, repairs, and operational checks according to documentation.

 Customer Service Expectations

• Represent Ricoh professionally in all customer interactions.
• Build strong, productive relationships with customers and internal teams.
• Anticipate customer needs and promote Ricoh support offerings.
• Provide workflow observations and solution recommendations.

 Workload & Administrative Duties

• Meet response‑time, repair‑time, quality, and cost‑control metrics.
• Follow all call‑handling and workload‑management procedures.
• Complete logs, reports, and administrative tasks accurately and on time.
• Track all time and activities in the required systems.
• Maintain car stock or on‑site inventory as assigned.

 Performance Expectations

• Achieve productivity targets aligned with experience level.
• Participate in Ricoh Extra Value programs (e.g., CS212).
• Perform additional duties as assigned.

 Required Qualifications

• Valid driver’s license and required auto insurance.
• High school diploma required; technical coursework in computers, electronics, mechanics, networking, or printing software preferred.
• Must meet Ricoh’s Technology Services Training and Certification requirements.
• Proficiency with Microsoft Office and mobile/connected technologies.

 Skills & Attributes

• Strong multitasking and prioritization abilities.
• Excellent communication and organizational skills.
• Ability to handle confidential information.
• Problem‑solving mindset with a focus on identifying opportunities.
• Professionalism under pressure and in challenging situations.
• Commitment to self‑development and mentoring others.

 Working Conditions & Physical Demands

• Extensive daily travel by car; occasional overnight travel.
• Frequent bending, kneeling, lifting up to 50 lbs, and moving equipment up to 400 lbs on wheels.
• Work may occur outdoors or in varying weather conditions.

• Possible shift work, overtime, or on‑call rotations.