Field Service Technician- Commercial and Industrial Printer

Production Systems Technology Service Specialist I

The Production Systems Technology Service Specialist is a specialist in the servicing and repair of High Volume (Segment 6), Black & White, Color Graphics or Printing Systems equipment at customer locations usually within a specific geographic area.

RESPONSIBILITES:

• Specializes in the servicing and repair of High Volume (Segment 6), B&W, Color Graphics, Printing Systems equipment and enabler hardware.
• Manages territory, inventory and customer relationships.
• Achieves expected productivity levels associated with assigned workload and level of experience.
• Actively drives revenue generating opportunities through supply leads, contract sales, network support contract leads, equipment and print assessment leads.
• Performs a full range of servicing and repair service procedures including diagnostics, installation, removal and retrofits on High Volume (Segment 6), B&W, Color Graphics or Printing Systems equipment.
• Performs Basic Connected installations, sets up IP address, downloads printer drivers and provides customer training on printing functions.
• Demonstrates required digital competencies associated with assigned products and level assignment.
• Performs troubleshooting and repairs or replaces equipment components as necessary on B&W, color and multifunctional devices.
• Completes technical training on new equipment as assigned.
• Effectively executes all required territory management and call handling procedures.
• Works closely with sales partners to maximize equipment leads and upgrade opportunities.
• Assumes responsibilities assigned by the Field Technology Service Manager as required.
• 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
• Available to work shifts, stand-by, and/or on-call as required.
• Interacts with internal and 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 Ricoh personnel and serves as a role model.
• Is a positive influence/champion within the team/organization.
• Provides technical assistance to less experienced technicians.
• Practices Ricoh Values at all times and complies with all company policies.
• Performs other duties as assigned.

QUALIFICATIONS:

• 4 years field experience including 1 year as TSC I
• Sustained "Exceeds Expectations" performance level
• A+ or Net+ certifications (as an asset)
• High Volume, Color Graphics Trained and assigned. (75% as an asset)

KNOWLEDGE, SKILLS & ABILITIES:

• Requires a valid driver's license and as applicable, a minimum level of auto insurance coverage per RICOH policy for positions utilizing personal vehicles while for company business.
• Requires regular written and verbal communications with vendors of hardware and software to gain further technical knowledge of applications.
• Requires knowledge of computer operating systems; network design, implementation and servicing; and familiarity with a wide range of software applications.
• 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 the ability to effectively communicate with customers on complex subjects.
• Possesses ability to read and comprehend written technical information in the form of technical manuals, parts books and relevant publications in support of the service of digitized output devices.
• Possesses ability to convey technical information through training seminars, written, or verbal communication.
• Possesses ability to write, assemble and distribute technical information relative to connectivity.

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:

• Select the medical, dental, life, and disability insurance coverage that fits your needs.
• Contribute to your financial security with Ricoh Canada’s Retirement plan, with company matching contributions.  
• 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 such and ongoing personal and professional development.