WorkMyWay

Field Specialist I – Advanced CIP

Position Summary: We are seeking a highly skilled and self-driven Field Specialist to provide expert-level technical service, solutions consulting, and customer support for a wide range of equipment and services. This role requires advanced technical aptitude, strong problem-solving skills, and the ability to work independently in dynamic environments.

Key Responsibilities

Technical Expertise

Deliver advanced support in configuring, installing, troubleshooting, networking, and maintaining company products and services.

Act as a strategic consultant, resolving complex technical issues and repetitive challenges.

Mentor and support peers by sharing expert knowledge and leading collaborative problem-solving efforts.

Proactively identify and pursue opportunities to increase equipment and service utilization through value-driven recommendations.

Assemble, adjust, and maintain equipment in accordance with specifications and documentation.

Customer Engagement

Promote Ricoh’s support services and proactively address customer needs with professionalism and insight.

Independently manage daily schedule, providing multi-solution support across accounts.

Build and maintain strong relationships with customers and internal teams to support ongoing success and satisfaction.

Work Management

Execute workload management and call handling procedures in alignment with current standards.

Provide a full range of services, including training, workflow evaluation, and solution implementation to enhance customer operations.

Administrative Functions

Meet performance standards related to response time, repair quality, and cost efficiency.

Complete all administrative documentation accurately and on time, including service reports, logs, and inventory updates.

Maintain appropriate levels of car stock or on-site inventory as assigned.

Performance and Results

Achieve productivity goals based on workload and experience level.

Participate in Ricoh’s Extra Value programs (e.g., CS212) and ensure proper billing.

Accept and perform additional duties as assigned by leadership.

Qualifications

High school diploma required; post-secondary coursework in computers, electronics, mechanics, or networking preferred.

Valid driver’s license with required auto insurance coverage for work-related travel.

Must meet the training and certification requirements outlined in the Technology Services Certification Program.

Knowledge, Skills, and Abilities

Strong multitasking, prioritization, and time management capabilities.

High degree of professionalism, especially in challenging circumstances.

Proficient in Microsoft Office and mobile technology platforms.

Adept at resolving conflicts, managing sensitive information, and developing practical solutions.

Committed to personal and professional development, as well as mentoring others.

Working Conditions

Extensive travel required between customer sites—by car or on foot depending on location.

May involve outdoor work and exposure to varied weather conditions.

Occasional overnight travel may be necessary.

Must be able to lift up to 50 lbs and move wheeled equipment up to 400 lbs; frequent kneeling, bending, and climbing may be required.

Occasional shift work, overtime, or on-call duties.

Role involves periodic pressure from deadlines, high service volume, and demanding customer interactions.