Field Technology Advanced Support Specialist

Company: Ricoh USA
Location: Addison
Posted on: April 9, 2021

Job Description:

Ricoh is empowering digital workplaces using innovative technologies and services enabling individuals to work smarter. Join us as a Technology Services Support Specialist Field Support where your mission is to provide technical support for color inkjet production digital products and associated connected environment, both hardware and software. In this role you would support emergency break/fix within our Chicago client base for production Continuous Feed/Roll Fed Inkjet printing products and their associated Pre-Post Equipment. Depending upon the territory size and install base, you may have additional responsibility for providing High Volume (Segment 6) or Printing Systems technical support. Those who excel in this position are customer-centric, self-motivated and excel at problem-solving with high-tech solutions. Local and some regional travel is required. JOB DUTIES AND RESPONSIBILITIES Specializes in providing hardware and software support for the color / black and white production continuous forms products. Along with providing the same support for in-line and near line Pre-Post products. Provides direct support to diagnose and resolve complex hardware or software failures or problems, along with assisting other service technicians as required. Responsible for Customer Account Management and Preventative Maintenance tasks Communicates regularly with Level 2 Support and engineering regarding new technical problems and fixes Conducts local technical seminars focusing on enhancing knowledge/skill level of service technicians Attends manufacturer/vendor technical seminars and communicates with service technicians, sales and customers concerning training, product support and technological changes Distributes technical information to service technicians and service management as required Serves as a role model and exhibits professional appearance and behavior at all times, under the most difficult situations A positive influence/champion within the team/organization Proactively seeks ways to improve product reliability, and customer satisfaction. Analyzes equipment performance reports and makes appropriate recommendations to client and management Provides emergency call back-up support Works closely with sales to maximize base growth opportunities Assumes responsibilities of Field Service Manager as required Completes all required administrative tasks in an accurate and timely manner Available to work shifts, stand-by, and/or on-call as required Complies will all company policies Customer Service Effectively handles communications, and the most difficult customer situations Acts as a communication link on unresolved technical problems/issues Interacts with external customers for the purpose of determining service needs on equipment and ensuring overall high level of customer satisfaction with the service performed Maintains productive, professional relationship with all company personnel. Performs other duties as assigned. The Technology Services Support Specialist Field Support position comes with a competitive starting salary and generous employee perks and benefits that include: Vacation and time-off eligibility after only 30 days OTJ Company provided mobile device and laptop Mileage reimbursement program Seven paid holidays plus five paid floating holidays per year Health, dental and vision insurance Employee Development and Training Programs 401K matching plans Employee discounts at a variety of retail outlets Wellness programs College tuition reimbursement QUALIFICATIONS (Education, Experience, and Certifications) Typically requires: Technical and quantitative skills gained through completion of formal training and a minimum of 4 years of related experience including a minimum of 1 year of experience as an Image Systems Technician.Basic Connectivity (IBC) certification and other product-related competencies is highly preferred.Previous experience with Ricoh Equipment, Pre-Post equipment and/ or other Production Roll fed inkjet technology required.Previous experience servicing color products required. Previous Experience with Continuous Feed/Roll Fed Inkjet PrintingRequires a valid state driver's license At Ricoh, we embrace and respect the collective and unique talents, experiences, and perspectives of all people. Together, we inspire remarkable innovation. That is how we live the Ricoh Way. And with our commitment to ethics, you can be sure that we are doing it with transparency, integrity, and corporate social responsibility. Ricoh is an EEO/Affirmative Action Employer -- Minorities/Women/Protected Veterans/Disabled. Click Here to view RicohUSA Benefits

Keywords: Ricoh USA, Naperville , Field Technology Advanced Support Specialist, IT / Software / Systems , Addison, Illinois