Consultant II, Product Support Technical Support
RICOH COLOMBIA, Duluth, GA, United States
Job Description
Corporate HR Specialist
Consultant II, Product Support Technical Support
POSITION PROFILE
Supports color production digital products and associated connected environment, both hardware and software. Depending upon size of region color production installed base, may have additional responsibility for providing High Volume (Segment 6) or Printing Systems technical support.
Job Duties And Responsibilities
Specializes in providing Region level hardware and software support for the color production products. May provide same support for other Image Systems products as well
Provides remote and on-site technical direction and diagnostic assistance to service technicians in resolving complex or unusual hardware or software failures or problems
Assignments are typically "escalated" in nature and non-routine
Serves as the Level 1 link in the problem escalation & resolution process
Serves as the Region communication link for disseminating critical technical information
Provides Region level specialist support
Serves as the Region Level 1 support link for all production color related technical issues. Delivers support both in person and by phone
Provides remote and on-site technical direction and diagnostic assistance to PC service technicians in resolving complex or unusual hardware or software failures or problems
Communicates regularly with Help Desk regarding new technical problems and fixes
Conducts technical seminars focusing on enhancing knowledge/skill level of service technicians
Attends manufacturer/vendor technical seminars and communicates with service technicians, sales and customers concerning training, product support and technological changes
Participates in PC Installations as much as possible, with special emphasis on assisting recently trained PC technicians
Distributes technical information to service technicians and service management as required
Serves as a role model and exhibits professional appearance and behavior at all times, under the most difficult situations
A positive influence/champion within the team/organization
Proactively seeks ways to improve product reliability, customer satisfaction, CST skills and knowledge and aftermarket financial results
Analyzes equipment performance reports and makes appropriate recommendations to management
Manages Territory
Provides emergency call back-up support in unusual circumstances
Effectively executes any required territory management and call handling procedures
Works closely with sales to maximize base growth opportunities
Assumes responsibilities of Field Service Manager as required
Maintains and manages own parts inventory with a high degree of accuracy
Completes all required administrative tasks in an accurate and timely manner
Available to work shifts, stand‑by, and/or on‑call as required
Complies with all company policies
Customer Service
Effectively handles communications, and the most difficult customer situations
Acts as a communication link on unresolved technical problems/issues
Interacts with external customers for the purpose of determining service needs on equipment and ensuring overall high level of customer satisfaction with the service performed
Maintains productive, professional relationship with all company personnel
Responsible for maintaining a "car stock" inventory with a value of $1,000 to $6,000
Performs other duties as assigned
QUALIFICATIONS (Education, Experience and Certifications)
Typically Requires
Technical and quantitative skills typically gained through completion of formal training and 4+ years of related experience including a minimum of 1 year of experience as an Image Systems Technician
Requires Basic Connectivity (IBC) certification and other product‑related competencies. Must be currently servicing color products at least 50% of time
Requires a valid state driver's license and minimum level of auto insurance coverage per company policy for positions entailing extensive use of personal car while on company business
KNOWLEDGE, SKILLS AND ABILITIES
Requires knowledge of computer operating systems; network design, implementation and servicing; and familiarity with a wide range of software applications
Requires regular written and verbal communications with vendors of hardware and software to gain further technical knowledge of applications
Possesses excellent diagnostic, problem‑solving and technical skills
Possesses strong interpersonal and verbal communications skills
Possesses excellent customer service skills including ability to follow up to ensure closure of issues
Requires 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
WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS
Typically works in an office environment with adequate lighting and ventilation, and normal range of temperature and noise
Extensive daily travel in an automobile between customer locations is usually required. Assignment of a "walking territory" within a limited urban area would require extensive travel by foot. It is necessary that all travel be done in a wide variety of weather conditions
Extensive overnight travel using air and ground transportation
Working conditions regularly expose individuals to conditions that could result in minor cuts and burns
Shift work, overtime, stand‑by and/or on‑call may be required
Requires ongoing internal contact via telephone, written and in‑person with technical and other professionals to provide technical training and solutions on computer connected/digitized output systems
Requires frequent external contact with decision‑makers and IT coordinators
Verbal contact is required with customers via telephone and in‑person to diagnose and isolate software and hardware problems associated with computer connected/digitized output devices
The customer relations' aspects of the job tend to be more diversified and may require assistance from a Systems Engineer or IT personnel at the customer location. It will also be necessary for the technician to determine whether or not the service call can be completed over the phone or will require an on‑site visit when dealing with "soft" related calls
Utilizes diagnostic software 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
Work has periodic stress related to the resolution of customer problems during system down time
Physical effort is required to move objects on wheels that may weigh up to 400 pounds. Requires frequent walking, standing, bending, reaching and lifting when installing equipment, i.e. computers, controllers, color laser copiers, projectors, etc. Frequent stooping, bending, squatting and kneeling are required to service equipment at floor level
Occasionally, lifts and moves office furniture and equipment weighing up to 50 pounds to set up and maintain demonstration room and equipment
Requires a high level of proficiency and hands‑on knowledge of peripherals and digitized output devices from a hardware standpoint. Requires a regular use of a variety of hand tools. These tools will include but are not limited to screwdriver, pliers, wrenches and computers
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.
Invest In Yourself
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.
#J-18808-Ljbffr
Corporate HR Specialist
Consultant II, Product Support Technical Support
POSITION PROFILE
Supports color production digital products and associated connected environment, both hardware and software. Depending upon size of region color production installed base, may have additional responsibility for providing High Volume (Segment 6) or Printing Systems technical support.
Job Duties And Responsibilities
Specializes in providing Region level hardware and software support for the color production products. May provide same support for other Image Systems products as well
Provides remote and on-site technical direction and diagnostic assistance to service technicians in resolving complex or unusual hardware or software failures or problems
Assignments are typically "escalated" in nature and non-routine
Serves as the Level 1 link in the problem escalation & resolution process
Serves as the Region communication link for disseminating critical technical information
Provides Region level specialist support
Serves as the Region Level 1 support link for all production color related technical issues. Delivers support both in person and by phone
Provides remote and on-site technical direction and diagnostic assistance to PC service technicians in resolving complex or unusual hardware or software failures or problems
Communicates regularly with Help Desk regarding new technical problems and fixes
Conducts technical seminars focusing on enhancing knowledge/skill level of service technicians
Attends manufacturer/vendor technical seminars and communicates with service technicians, sales and customers concerning training, product support and technological changes
Participates in PC Installations as much as possible, with special emphasis on assisting recently trained PC technicians
Distributes technical information to service technicians and service management as required
Serves as a role model and exhibits professional appearance and behavior at all times, under the most difficult situations
A positive influence/champion within the team/organization
Proactively seeks ways to improve product reliability, customer satisfaction, CST skills and knowledge and aftermarket financial results
Analyzes equipment performance reports and makes appropriate recommendations to management
Manages Territory
Provides emergency call back-up support in unusual circumstances
Effectively executes any required territory management and call handling procedures
Works closely with sales to maximize base growth opportunities
Assumes responsibilities of Field Service Manager as required
Maintains and manages own parts inventory with a high degree of accuracy
Completes all required administrative tasks in an accurate and timely manner
Available to work shifts, stand‑by, and/or on‑call as required
Complies with all company policies
Customer Service
Effectively handles communications, and the most difficult customer situations
Acts as a communication link on unresolved technical problems/issues
Interacts with external customers for the purpose of determining service needs on equipment and ensuring overall high level of customer satisfaction with the service performed
Maintains productive, professional relationship with all company personnel
Responsible for maintaining a "car stock" inventory with a value of $1,000 to $6,000
Performs other duties as assigned
QUALIFICATIONS (Education, Experience and Certifications)
Typically Requires
Technical and quantitative skills typically gained through completion of formal training and 4+ years of related experience including a minimum of 1 year of experience as an Image Systems Technician
Requires Basic Connectivity (IBC) certification and other product‑related competencies. Must be currently servicing color products at least 50% of time
Requires a valid state driver's license and minimum level of auto insurance coverage per company policy for positions entailing extensive use of personal car while on company business
KNOWLEDGE, SKILLS AND ABILITIES
Requires knowledge of computer operating systems; network design, implementation and servicing; and familiarity with a wide range of software applications
Requires regular written and verbal communications with vendors of hardware and software to gain further technical knowledge of applications
Possesses excellent diagnostic, problem‑solving and technical skills
Possesses strong interpersonal and verbal communications skills
Possesses excellent customer service skills including ability to follow up to ensure closure of issues
Requires 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
WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS
Typically works in an office environment with adequate lighting and ventilation, and normal range of temperature and noise
Extensive daily travel in an automobile between customer locations is usually required. Assignment of a "walking territory" within a limited urban area would require extensive travel by foot. It is necessary that all travel be done in a wide variety of weather conditions
Extensive overnight travel using air and ground transportation
Working conditions regularly expose individuals to conditions that could result in minor cuts and burns
Shift work, overtime, stand‑by and/or on‑call may be required
Requires ongoing internal contact via telephone, written and in‑person with technical and other professionals to provide technical training and solutions on computer connected/digitized output systems
Requires frequent external contact with decision‑makers and IT coordinators
Verbal contact is required with customers via telephone and in‑person to diagnose and isolate software and hardware problems associated with computer connected/digitized output devices
The customer relations' aspects of the job tend to be more diversified and may require assistance from a Systems Engineer or IT personnel at the customer location. It will also be necessary for the technician to determine whether or not the service call can be completed over the phone or will require an on‑site visit when dealing with "soft" related calls
Utilizes diagnostic software 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
Work has periodic stress related to the resolution of customer problems during system down time
Physical effort is required to move objects on wheels that may weigh up to 400 pounds. Requires frequent walking, standing, bending, reaching and lifting when installing equipment, i.e. computers, controllers, color laser copiers, projectors, etc. Frequent stooping, bending, squatting and kneeling are required to service equipment at floor level
Occasionally, lifts and moves office furniture and equipment weighing up to 50 pounds to set up and maintain demonstration room and equipment
Requires a high level of proficiency and hands‑on knowledge of peripherals and digitized output devices from a hardware standpoint. Requires a regular use of a variety of hand tools. These tools will include but are not limited to screwdriver, pliers, wrenches and computers
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.
Invest In Yourself
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.
#J-18808-Ljbffr