Field Specialist II, Advanced Product Technical Support

POSITION PROFILE

Provides Customer Configuration Document (CCD) technical service support in an office environment to Customers, Business Process Management (BPM), Shop Technicians, Shop Management, and Drivers.  Ensures high-level customer satisfaction by analyzing problems pertaining to CCDs and identifying problem areas and recommending corrective action.  On occasion, may also provide pre-sales technical expertise to the sales team as needed, remotely assessing potential customer’s application/business needs.

JOB DUTIES AND RESPONSIBILITIES

• Responds to incoming CCD requests in a timely, professional manner. Evaluates the requirements and then builds the appropriate support information and documentation. Assumes full ownership of incoming CCD requests. Escalates and follows up as needed to ensure fastest possible resolution.

Demonstrates technical proficiency and knowledge of Ricoh’s device software to properly interpret customer’s IT specifications and translate/recommend and guide CCD configuration to achieve the customer’s objectives.

• Effectively communicates with Service, Sales and Customer IT team members to properly document CCD settings meeting the customer’s expectations.

• Continually monitors phone, email, and voicemail queues and notifies team when attention is required

• Escalates CCD requests when appropriate, determining the most effective solution to a problem.  Tracks CCDs until they are completed.

• Completes all required administrative tasks in an accurate and timely manner

• Maintains and updates existing documentation, ensuring accuracy and relevance. Makes 

recommendations and assist with updating and developing new documentation.

• Reviews all CCD technical information pertaining to supported products, including new and updated information as it becomes available.

• Attends and satisfactorily completes assigned training.

• Assists in the development and enactment of internal training.

• Responsible for the maintenance and safekeeping of a Laptop computer and other 

assigned company property.

• Maintains up to date hardcopy and electronic documentation on all supported products.

• Installs and maintains current software on assigned workstation.

• Performs other duties as assigned.

QUALIFICATIONS (Education, Experience and Certifications)

Typically requires:

• High school diploma or equivalent and BS Degree, technical school graduate, electronics training, or equivalent experience 

• 5 or more years of directly related professional service repair and maintenance experience in office automation industry is required as well as 1 year as a Product Support Specialist or equivalent.

• Required Certifications: (Two of the following Certs needed): HDI Customer Service Representative, CompTIA A+, CompTIA Network+

• Additional certifications may be necessary based on product or technology specific work, i.e.: CNA, CNE, MCP, MCSE, CDIA+, etc.

• Knowledge of CMMS (Computerized Maintenance Management System) programs.

• PLC (Programmable Logic Controller) programs.

• Industrial PC literacy.

KNOWLEDGE, SKILLS AND ABILITIES

• Displays proficient verbal and written communication skills suitable for assessing the issues and relating course of action. Able to communicate effectively with individuals throughout the organization.

• Able to make sound decisions, with minimum complaints and rework, when precedents are typically available but in situations that fall outside the norm

• Requires proficient typing skills

• Possesses advanced methodical approach skills in resolving problems

• Possesses excellent customer service skills, including ability to follow up to ensure completion of CCDs

• Possesses initiative and ability to be highly self-motivated

• Possesses ability to read and understand technical documentation, manuals and electrical diagrams

WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS

• Typically works in an office environment with adequate lighting and ventilation, and normal range of temperature and noise.

• Work assignments are highly diversified. New alternatives are regularly developed. There is often no precedent established for problems encountered.

• Interprets, comprehends and applies complex material, data and instruction – prepares, provides and conveys diversified information, which may be of a technical nature.

• Minimal physical effort required. Work is mostly sedentary but does require walking, standing, bending, reaching, lifting or carrying objects that typically weigh less than 10 lbs. (e.g., papers, books, files, and small parts, etc.)

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.