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Field Services Support Rep II

Company: Ricoh USA
Location: Concord
Posted on: May 13, 2022

Job Description:

Come Create at Ricoh If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence. Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information-how it is collected, stored, managed, and shared-to unlock the potential in every organization. We deliver services and technologies that inspire our customers' success and guide them toward a better and more sustainable future. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow. Invest in yourself At Ricoh, you can: * Choose from a broad selection of medical, dental, life, and disability insurance options. * Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments. * Augment your education with team member tuition assistance programs. * Enjoy paid vacation time and paid holidays annually. * Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development. POSITION PROFILE Services and repairs a variety of company products and systems at customer locations usually within a specific geographic area. A Technology Service Support Rep is capable of handling a full workload in a standalone and or networked environment. JOB DUTIES AND RESPONSIBILITIES * Achieves expected productivity levels associated with assigned workload and level of experience. * Manages territory, inventory and customer relationships. * Demonstrates excellent technical and customer relation skills. * Actively drives revenue generating opportunities through supply leads, contract sales, network support contract leads, equipment and print assessment leads. Demonstrates technical expertise * Performs a full range of servicing and repair service procedures including diagnostics, installation, removal and retrofits on assigned equipment. * Performs Basic Connected installations, sets up IP addresses, downloads printer drivers and provides customer training on printing functions. * Performs troubleshooting and repairs or replaces equipment components as necessary on B-W, color and multifunctional devices. * Demonstrates required digital competencies associated with assigned products and level assignment. * Completes technical training on new equipment as assigned. Manages territory * Effectively executes all required territory management and call handling procedures. * Works closely with sales partners to maximize equipment leads and upgrade opportunities. * Maintains and manages own parts inventory with a high degree of accuracy. * Adheres to territory back-up plans. * Completes all required administrative tasks in an accurate and timely manner. * Complies with all company policies. Customer Service * 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. * Provides technical assistance to less experienced technicians. * Exhibits professional appearance and demeanor at all times. * Maintains productive, professional relationship with all company personnel. * Is positive and contributing team member. * Responsible for maintaining a car stock inventory. * Performs other duties as assigned QUALIFICATIONS (Education, Experience, and Certifications) Typically: * Requires journeyman level technical knowledge typically gained through completion of technical school and 2+ years of related experience. * Requires a valid state driver's license and minimum level of auto insurance coverage per company policy, as position entails extensive use of personal car while on company business. Typically: * Requires a strong working knowledge of electro-mechanical devices, electrical circuitry, electronics and varying levels of digital competency. * Possesses methodical approach to resolving problems. * Possesses strong interpersonal and verbal communications skills. * Possesses excellent customer service skills including ability to follow up to ensure closure of issues. * Possesses ability to read and comprehend written technical information in the form of technical manuals, parts books and relevant publications. * The technical aspect of this position requires following pre-established guidelines, using limited judgment. Judgment is used to analyze and determine the particular problem on the equipment (troubleshooting). It is also used in determining the need for routine servicing or parts to be installed. * Possesses working knowledge of and application of PC's and associated software applications. Ricoh is an EEO/Affirmative Action Employer -- Minorities/Women/Protected Veterans/Disabled.Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Keywords: Ricoh USA, Concord , Field Services Support Rep II, Sales , Concord, California

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