The Field Specialist I, Field Services acts as a senior field service technician and assists the Manager, Workgroup Resources with various leadership, administrative and project management tasks. Both management and their peers recognize this individual as consistently making significant contributions to overall performance.  Team Leaders will spend significant time in the field doing site evaluations while working closely with other technicians to assist in technical growth and customer service skills.  Team Leaders provide leadership within their areas of responsibility to work towards achieving and exceeding goals in all aspects of the business. It is critical that employees at this level not only maintain their expertise, but also take initiative to analyze current service methods and procedures and make recommendations for continuous improvements.  They are recognized for their leadership skills in helping others improve performance in all aspects of the job and by serving as a role model.

Job Duties & Responsibilities:   

• Specializes in providing a high level of technical support generally focusing on digital, color and non-metered products, Service Advantage, and enabler hardware.
• Achieves expected productivity levels associated with assigned workload and level of experience.
• Utilizes diagnostic software/tools to troubleshoot and isolate systems failures to expedite systems recovery. Troubleshoots software, hardware, and connectivity- related issues. Judgment is also used in determining routine servicing and parts to be replaced.
• Performs a full range of servicing and repair service procedures including diagnostics, installation, removals, and retrofits on digital, color and non-metered products, and Service Advantage.
• Performs complex installs within a connected environment and can install and support all Ricoh embedded solutions.
• Provides advanced resolution and support for software and hardware connectivity issues.
• Maintains and manages own parts inventory with a high degree of accuracy. Maintains and manage parts inventory within Forward Stocking Locations (FSL), as assigned.
• Interacts with internal and external customers for the purpose of determining service needs on equipment/software and ensures an overall high level of customer satisfaction.
• Ensures compliance with OFSC, vehicle and reporting policies, etc.
• Performs other duties as assigned by manager. 

Training, Mentorship and Technical Escalations

• Acts as a communication link on resolved and unresolved technical problems/issues to proactively improve product performance.
• Conducts technical seminars to facilitate the installation and repair of connected digital products and distributes relative technical information.
• Attends manufacturer/vendor technical seminars and communicates with technicians concerning training, product support, and technological changes.
• Provides technical training, problem resolution and assistance to customers, service technicians and sales personnel.
• Effectively handles the most difficult customer situations and ensures closure of issues.

Project Management and Administration Support

• Coordinates large installations, service delivery projects, and hardware/software upgrades with the Manager, Workgroup Resource (M-WGR) and Workgroup Optimization Manager (WOM)  Conducts FACE Time with technicians and FACE Visits with customers.
• Assists Manager M-WGR with Team Meetings, QBR’s and site inspections. 
• Conducts supervised inventory counts with Field Service Technicians. 
• Completes all required administrative tasks in an accurate and timely manner.
• Ability to run service history reports, Service Performance Report 7.4 (EPMT/QBRs)

Qualifications (Education, Experience and Certifications): 

• Post-Secondary Education, preferably in an electrical or mechanical discipline
• Minimum of 5 years related experience
• Net+ Technical Certification or equivalent work experience
• Minimum of one additional Technical Certification (ie. A+, Comp TIA or Security+)  Bilingual in French, asset

Knowledge, Skills and Abilities:   

• Detail oriented and organized.
• Ability to manage and align proper resources.
• Strong verbal and written communication skills. 
• Knowledge of computer operating systems; basic network design, implementation, and servicing; and familiarity with a wide range of software applications.
• Excellent diagnostic, problem-solving and technical skills. 
• Strong interpersonal skills with the ability to effectively communicate with customers on complex subjects.
• Ability to write, assemble, distribute, and convey technical information.
• 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 and networked devices. 

Other Requirements: 

• 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.
• Extensive daily travel in an automobile between customer locations is usually required. 
• Shift work, overtime, stand-by and/or on-call may be required. 
• Travel may be required for vacation/sickness coverage, training, etc. 
• Physical effort is required to move objects on wheels that may weigh up to 400 pounds and be able to lift and carry objects that weigh up to 50 pounds. 
• Requires frequent walking, standing, bending, reaching and lifting when installing equipment, 

i.e. computers, controllers, color laser copiers, AV equipment, etc. Frequent stooping, bending, squatting, and kneeling are required to service equipment at floor level. 

• Tool cases and assorted service-related tools weighing in the range of 25 to 50 pounds must be carried to a variety of machine locations. 
• A high level of dexterity is required in the regular use of a variety of hand tools. These tools will include, but are not limited to, screwdrivers, pliers, wrenches, and some electronic testing equipment. There is an emphasis on fine-motor skills for work on small electronic and mechanical components. 

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.