Field Technology Advanced Support Specialist
Company: Ricoh USA
Location: Addison
Posted on: April 9, 2021
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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
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