Job DescriptionCorporate HR SpecialistField Specialist I, Advanced Product Technical SupportPOSITION PROFILE Provides telephone "hotline" product technical service support in a call center environment to dealers, field technicians, VARs, OEMs and/or end user customers. Ensures high-level customer (caller) satisfaction by analyzing problems pertaining to malfunctioning electro/mechanical equipment, computer equipment, or software applications, identifying problem areas and recommending corrective action. Utilizes sophisticated diagnostic tools, service aids, product schematics, and all other available product information in the assessment and resolution of called-in equipment failures or issues. As needed, may replicate caller's equipment failure situation in a test laboratory, to aid in the diagnosis and ultimately step the caller through the resolution procedures. 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 support calls (i.e. telephone, voicemail, email) in a timely, professional manner. Evaluates the caller's issue and then gives assistance utilizing the appropriate support information and documentation. Assumes full ownership of incoming support requests. Escalates and follows up as needed to ensure fastest possible resolution.
Makes entries for incoming issues and all activities that pertain to any existing issues within the call database software. Entries are accurate, detailed, and include all required fields.
Continually monitors phone, email, and voicemail queues and notifies team when attention is required.
Escalates cases when appropriate, determining the most effective solution to a problem. Tracks cases until they are resolved.
Completes all required administrative tasks in an accurate and timely manner.
Develops hardware, software, or product-specific technical service solutions to a variety of problems of moderate scope and complexity.
Maintains and updates existing documentation, ensuring accuracy and relevance. Makes recommendations and assists with updating and developing new documentation.
Utilizes correct escalation procedures on all irresolvable issues outside the range of his/her expertise.
Reviews all technical information pertaining to supported products, including new and updated information as it becomes available.
Independently conducts tests in controlled lab environment to duplicate and resolve issues.
Uses available lab equipment and other resources to effectively troubleshoot issues. Returns resources to proper working condition when through.
Performs repair and preventative maintenance on all assigned lab equipment and software.
As new lab equipment and software are added, actively guides team members in installation and setup and supports them in the maintenance and upkeep.
Researches and tests recurring issues on assigned products, creating any needed documentation (i.e. change request, field bulletins or procedures) for approval. Actively participates in the testing or debugging of network-related issues, assuring closure or proper escalation as required.
Resolves issues where precedents are available and often when unavailable.
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 hard copy 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 the office automation industry is required, as well as 1 year as a Product Support Specialist or equivalent.
Required Certifications (two of the following certifications 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, SKILLS AND ABILITIES Displays proficient verbal and written communication skills suitable for assessing issues and relating course of action. Able to communicate effectively with individuals who are under stress or who are themselves poor communicators.
Queries and listens to determine underlying issue(s).
Able to make sound decisions, with minimum complaints and rework, when precedents are typically available but also 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 the ability to follow up to ensure closure of issues.
Possesses initiative and ability to be highly self-motivated.
Possesses ability to read and understand technical documentation, manuals, and electrical diagrams.
A high level of dexterity is required in the regular use of a variety of hand tools. These tools include, but are not limited to, screwdrivers, pliers, wrenches, and electronic testing equipment. There is an emphasis on fine motor skills for work on small electronic and mechanical components.
WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS Typically works in an office environment with adequate lighting and ventilation, and normal range of temperature and noise.
Shift work, extended hours, stand-by, and/or on-call may be required.
Physical effort is required to lift and carry objects weighing up to 50 pounds. Requires frequent walking, standing, bending, reaching, and lifting when installing equipment, i.e. computers, controllers, copiers, printers, projectors, etc. Frequent stooping, bending, squatting, and kneeling are required to service equipment at floor level.
Occasionally lifts and moves office furniture and equipment in accordance with OSHA standards.
Requires a high level of proficiency and hands-on knowledge of peripherals and digitized output devices from a hardware standpoint. Requires regular use of a variety of hand tools including, but not limited to, screwdrivers, pliers, wrenches, and computers.
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.
Work has periodic stress related to an increased volume of incoming issues and occasional contact with dissatisfied customers.
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 UsCome 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.
