Field Specialist, Field Services Support CIP

Ricoh Electronics - Chicago, IL

Full-time - Entry Level

Chicago, IL

Machinery Manufacturing

About the position

The Field Services Support Specialist II at Ricoh Americas Corporation is a multi-specialist technology role that requires a diverse skill set to work independently as a product and services solution specialist. This position is pivotal in servicing and training on various business support needs and offerings within the multi-solutions work area. The specialist serves as the primary resource for providing service and training solutions, as well as mentoring on products and services. The role also encompasses new business initiatives and various support functions as they develop or are assigned. In this position, the specialist will perform a range of technical duties, including configuring, installing, troubleshooting, networking, maintaining, and training on a variety of products and services. They will collect, measure, record, process, and analyze complex data to support service improvement across the area. The specialist is expected to proactively seek opportunities for volume building and product/process upgrades that enhance the utilization of Ricoh equipment, supplies, and services. Additionally, they will demonstrate a high level of proficiency in their area of expertise and may take on a team lead or coordinator role as needed. Customer service is a critical aspect of this role, as the specialist must understand and promote Ricoh's support functions and offerings while anticipating and managing customer needs. Professionalism in interactions with customers is essential, as is maintaining productive relationships with both customers and Ricoh personnel. The specialist will also manage their workload effectively, ensuring that they meet response times, repair times, quality objectives, and cost control metrics. Administrative responsibilities include complying with company policies, completing administrative tasks accurately and timely, maintaining required logs and reports, and managing customer on-site inventory as necessary. The specialist is expected to achieve productivity levels associated with their assigned workload and actively participate in Ricoh's Extra Value program opportunities. Overall, this position requires a combination of technical expertise, customer service skills, and administrative capabilities to contribute to the success of Ricoh's operations and customer satisfaction.

Responsibilities

• Perform multi-specialist solutions skill services including configuring, installing, troubleshooting, networking, maintaining, and training on a variety of products and services.
• Collect, measure, record, process, and analyze complex data to support service improvement area wide.
• Proactively seek volume building and product/process upgrade opportunities that result in increased utilization of Ricoh equipment, supplies, and services.
• Assemble, adjust, maintain, and share expertise on products according to specifications and relevant documentation.
• Demonstrate high level of proficiency in their area of expertise and take on a team lead/coordinator role as needed.
• Perform a full range of services including customer training, equipment and workflow observation, and solution presentation for improved methods.
• Understand and promote Ricoh's support functions and offerings, anticipating and managing customer needs.
• Maintain a full workload, meeting appropriate response times, repair times, quality objectives, and cost control metrics.
• Comply with all company policies and complete administrative tasks in an accurate and timely manner.
• Account for all time and activity by recording information through the proper tracking system.

Requirements

• 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.

Nice-to-haves

• Experience in customer service roles within a technical environment.
• Familiarity with Microsoft Office applications and mobile technology.
• Previous experience in a field service or technical support role.

Benefits

• Broad selection of medical, dental, life, and disability insurance options.
• Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
• Team member tuition assistance programs.
• Paid vacation time and paid holidays annually.
• Additional benefits to enhance health, wellness, and ongoing personal and professional development.