Talent Solutions

The Senior Field Representative, Support CIP, is responsible for independently providing product and services solutions in the areas of product servicing and customer training. This includes troubleshooting, configuring, installing, networking, and maintaining equipment, while also seeking opportunities to build business volume. Candidates must have experience in field service, customer support, and administrative functions. This role may require extensive travel to customer locations and physical tasks such as lifting and carrying equipment.

Primary Responsibilities:

Technical:

• Perform product specialist solution services including configuring, installing, troubleshooting, and maintaining equipment.
• Conduct customer training, equipment observation, and problem-solving to improve methods.
• Proactively seek opportunities to increase the utilization of Ricoh products and services.
• Assemble, adjust, and maintain products as per specifications and documentation.
• Serve as a resource for others, providing expertise and solutions for complex product and service issues.

Customer Services:

• Maintain professional and productive relationships with customers and Ricoh personnel.
• Understand and promote Ricoh's support functions, anticipating and managing customer needs.

Manage Workload:

• Manage own time and schedule efficiently.
• Execute workload and call handling procedures as per company standards.
• Perform a full range of services, including customer training and solution presentations.

Administrative:

• Adhere to company policies and complete administrative tasks accurately and on time.
• Maintain logs, processes, and reports as required.
• Track all time and activities using the proper tracking system.
• Maintain assigned "car stock" and customer on-site inventory.

Results:

• Achieve expected productivity levels based on workload and experience.
• Participate in Ricoh's Extra Value program and bill accordingly.
• Perform other duties as assigned.

Required Experience:

• Experience in field services, including product servicing, troubleshooting, and customer training.
• Ability to perform administrative tasks and manage workload effectively.
• Strong problem-solving skills and the ability to identify business opportunities.
• Requires a valid state driver's license

Required Education:

• High school diploma required.
• Classes or experience in computers, electronics, mechanics, basic networking, and software applications preferred.
• Meets Technology Services Training Role Inventory and Certification Program requirements.

Knowledge, Skills, and Abilities:

• Goal-oriented, self-motivated, and committed to ongoing self-development.
• Strong organizational, interpersonal, and communication skills.
• Process-improvement oriented.
• Proficiency in Microsoft Office and other technology applications.

Working Conditions:

• Extensive travel required, including driving between customer locations in varying weather conditions.
• Occasional overnight travel may be necessary.
• Physical demands include lifting up to 50 pounds and the ability to move objects up to 400 pounds on wheels.
• Frequent stooping, bending, and kneeling to service equipment.
• Shift work, overtime, and on-call responsibilities may be required.
• Periodic stress due to deadlines, performance expectations, and handling dissatisfied customers.

About the Company: Ricoh is a global leader in technology services and solutions, offering a wide range of business support, including document management, printing, and IT services.