WorkMyWay

The Senior Field Representative, Support CIP position requires advanced technology skills to work independently as a product/services solutions specialist. Responsibilities include servicing, training, and supporting business needs and new functions as assigned.

Primary Responsibilities:

• Provide Expert Services: Configure, install, troubleshoot, network, maintain, and train on products in your area of expertise.
• Product Repair and Training: Perform product repairs, conduct customer training, observe equipment workflows, and share solutions for improvement.
• Identify Opportunities: Seek volume-building opportunities to increase utilization of Ricoh’s equipment, supplies, and services.
• Assemble and Maintain Products: Assemble, adjust, and maintain products as per specifications and documentation.
• Resource for Team: Act as a resource for others requiring high-level expertise, working independently and demonstrating command of a range of products and potential issues.

Customer Service Responsibilities:

• Build Relationships: Maintain productive and professional relationships with customers and Ricoh personnel.
• Promote Support Functions: Understand, promote, and manage customer needs regarding Ricoh's support functions and offerings.
• Manage Workload: Manage your own time and schedule, supporting solutions time and schedule.
• Workload Management: Execute required workload management and call handling procedures.
• Customer Services: Perform services including customer training, equipment observation, and solution presentation.

Administrative Duties:

• Policy Compliance: Comply with company policies and complete administrative tasks accurately and timely.
• Maintain Logs and Reports: Perform administrative duties, maintaining required logs, processes, and reports.
• Track Activities: Account for all time and activities using the appropriate tracking system.
• Inventory Management: Maintain "car stock" and/or on-site customer inventory as assigned.

Results:

• Achieve Productivity: Meet expected productivity levels based on assigned workload and experience.
• Participate in Extra Value Programs: Engage in Ricoh Extra Value program opportunities as defined and bill accordingly.
• Additional Duties: Perform other duties as assigned.

Required Experience:

• Driver’s License and Insurance: Valid state driver’s license and minimum auto insurance coverage as per Ricoh policy.
• Education: High school diploma required. Classes and experience in computers, electronics, mechanics, basic network, and printing software applications are preferred.
• Certification Requirements: Meet the Technology Services Training Role Inventory and Certification Program requirements for the assigned role.
• Knowledge, Skills, and Abilities:
  • Self-motivated and goal-oriented, committed to continuous self-development and the development of others.
  • Ability to handle highly confidential information efficiently.
  • Strong multi-tasking and prioritization skills.
  • Problem-solving mindset, identifying problems and opportunities and developing solutions.
  • Organizational, interpersonal, and verbal communication skills.
  • Process improvement-oriented.
  • Proficient in Microsoft Office, computers, mobile technology, and associated applications.

Working Conditions:

• Extensive Travel: Daily travel in an automobile between customer locations is usually required. Some assignments may require considerable walking or foot travel.
• Overnight Travel: Occasional overnight travel may be necessary.
• Physical Demands: Move objects up to 400 pounds on wheels and lift objects up to 50 pounds. Frequent physical activities such as stooping, bending, squatting, and kneeling.
• Dexterity: Regular application of skills like using a calculator, keyboard, and hand tools.
• Flexible Hours: Shift work, overtime, stand-by, or on-call work may be required.
• Stress Management: Manage occasional stress related to deadlines, performance expectations, and customer service.

Location of this position:
Edgewood, NY, United States

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 high-performance teams 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