Specialist II, Technical Product Support

Job Description

Specialist II, Technical Product Support

POSITION PROFILE
Provides high level pre and post-sales support for technicians, sales staff, system engineers
and system analysts. Specializes in complex technical aspects of digital copier devices, related
utilities and connectivity for the advanced diagnosis, maintenance, repair and configuration of
printers, digital copiers and enablers. Supports the DSC Manager in oversight of daily
operations, including monitoring and evaluating staff performance and training individual staff
members.

JOB DUTIES AND RESPONSIBILITIES
Monitors and evaluates the performance of staff members within area of responsibility and
reports performance to the manager
Trains and guides staff members in specialized support of designated equipment and
software
Mentors team members; this includes training and the development of training tools to
help elevate a team member's technical and/or networking knowledge
In the absence of the manager, or as required, communicates directly to upper
management
Responds to incoming support calls (i.e. telephone, voicemail, email) in a timely,
professional manner with no assistance
Evaluates the caller's issue and then gives assistance utilizing the appropriate support
information and documentation
Utilizes correct escalation procedures on all irresolvable issues outside the range of
his/her expertise
Responsible for taking ownership of issues that have been escalated and guides other
staff members in support of issues they are handling
Makes entries for incoming issues
Responsible for servicing and safekeeping of assigned company property
Under supervision of the department manager follows company and departmental training
programs, policies, procedures and guidelines
Provides Specialist Services
Monitors open issues of all staff
Researches and tests recurring issues on assigned products, creating any needed
documentation (i.e. change request, field bulletins or procedures) for approval
Recommends and orders new equipment for the lab environment, and oversees the
installation and set-up of new equipment into the lab, including performing any testing
needed for available network environments and developing internal training for the
department
Facilitates the testing and/or debugging of new software releases for assigned vendor
Team Leadership
Approves and reviews department documentation for content and accuracy prior to
assuring timely disbursement
Develops, in conjunction with the department manager, standards and programs for
internal and external training on supported vendor products and conducts such training
programs
Provides positive reinforcement to staff personnel within assigned product lines, while
assuring their performance and conformance to departmental guidelines
Assumes responsibilities of the manager as required, making decisions in the manager's
absence
Completes all required administrative tasks or projects in an accurate and timely manner
Secondary Duties
Installs and maintains current digital copier application software on assigned workstation
and assists others with this installation
Maintains immediate office area to company standards
Maintains and monitors currency of hard copy documentation on supported products
May be responsible for maintaining and safe keeping of a laptop with a value of about
$3,000
Performs other duties as assigned

QUALIFICATIONS (Education, Experience and Certifications)
Typically requires:
High school diploma or equivalent; 4-year college degree is desired
Advanced technical knowledge (Mechanics, Digital Circuitry, Electronic principals)
typically gained through completion of 2-year technical school training
Minimum of 5 years of experience in the configuration, maintenance and repair of digital
copiers and printers, or equivalent experience in related equipment
5 years of experience as systems and technical specialist or equivalent support
experience with related equipment
Netg certified or equivalent, and proficiency with Windows and Unix operating systems
Proficiency with connectivity issues on assigned network connectable devices
Experience in supporting sales, service technical personnel, and the ability to
communicate effectively on complex subjects
Experience in the development of training materials and tools

KNOWLEDGE, SKILLS AND ABILITIES
Possesses ability to read and understand technical documentation, manuals and electrical
diagrams, as well as the ability to communicate this knowledge
Possesses ability to create complex technical documentation and support materials
Possesses superior skills with a methodical approach to resolving problems
Possesses strong interpersonal skills with ability to guide, motivate, direct & lead
departmental staff
Possesses superior verbal and written communications skills.
Possesses excellent customer service skills, including ability to follow up to ensure
closure of issues
Possesses initiative and ability to be self-motivated

WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS
Typically works in an office environment with adequate lighting and ventilation, and normal
range of temperature and noise
Requires exposure to conditions that could result in minor and/or treatable accidents or
illness, such as burns, cuts, etc. and conditions that could result in loss of fingers
Shift work, overtime, stand-by and/or on-call may be required
Seeks guidance when necessary and uses judgment to analyze and determine the
particular issue support is being called on to determine the solution route to be used
Work assignments are diversified. Examples of past precedent are used to resolve work
problems. New alternatives may be developed to resolve problems
Work has periodic stress related to an increased volume of incoming issues and
occasional contact with dissatisfied customers
Tool cases and assorted service related tools weighing in the range of 25 to 50 pounds, or
cases of paper may be carried around the test lab area
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. Remains seated at desk
Physical effort is required to lift and carry objects that weigh up to 50 pounds.

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

About Us

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.