Field Specialist, Field Services Support CIP

Ricoh Electronics - Addison, IL

Full-time - Entry Level

Addison, IL

Machinery Manufacturing

About the position

The Field Services Support Specialist II CIP position is designed for individuals with multi-specialist technology level skills who can work independently as a product and services solution specialist. This role involves servicing and training on various business support needs and offerings within a 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 position also encompasses new business initiatives and various support functions as developed or assigned. In this role, the specialist is expected to perform a range of technical duties, including configuring, installing, troubleshooting, networking, maintaining, and training on a variety of products and services. The specialist will collect, measure, record, process, and analyze complex data to support service improvement initiatives. Additionally, the role requires proactive engagement in identifying volume-building opportunities and product/process upgrades to enhance the utilization of Ricoh equipment, supplies, and services. Customer service is a critical component of this position, as the specialist must understand and promote Ricoh's support functions and offerings while anticipating and managing customer needs. Professionalism in customer interactions is essential, and the specialist is expected to maintain productive relationships with customers and Ricoh personnel, contributing to the overall success of the team. The specialist will also manage their workload effectively, ensuring that they meet response times, repair times, quality objectives, and cost control metrics. Administrative tasks, including maintaining logs, processes, and reports, must be completed accurately and timely. The specialist is responsible for accounting for all time and activity through the proper tracking system and maintaining a car stock or customer on-site inventory as necessary. Achieving expected productivity levels associated with the assigned workload and experience is crucial, and participation in Ricoh's Extra Value program opportunities is expected. The specialist may also be assigned additional duties as needed.

Responsibilities

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

Requirements

• Valid state driver's license and minimum level of auto insurance coverage as per Ricoh policy.
• High school diploma required; completed classes and experience in computers, electronics, mechanics, basic networking, and printing software applications desired.
• Meet the requirements listed in the Technology Services Training Role Inventory and Certification Program for the assigned role.

Nice-to-haves

• Experience in customer service roles.
• Familiarity with Microsoft Office applications and mobile technology.
• Ability to handle confidential information effectively.

Benefits

• Health insurance coverage
• 401k retirement savings plan
• Paid time off for vacation and holidays
• Professional development opportunities
• Employee discounts on products and services