Office Equipment Service Technician at Ricoh USA in rancho cordova, California

Posted in Other 6 days ago.





Job Description:

POSITION PROFILE


Services and repairs a variety of office equipment at customer locations, usually within a specific geographic area. May be viewed as specialist on certain products. Additional responsibilities may
include Team Lead/Coordinator role. Position requires 1(one) Industry Certification.


JOB DUTIES AND RESPONSIBILITIES



  • Specializes in the servicing and repair of a core set of highly complex office products.

  • Manages territory, inventory and customer relationships.

  • As a specialist, provides 2nd level technical support to other technicians.

  • Achieves expected productivity levels associated with assigned workload and level of experience.

  • Actively drives revenue generating opportunities through supply leads, contract sales, network support contract leads, equipment and print assessment leads.

  • Able to work under minimal supervision


Demonstrates technical expertise and provides specialist services



  • Performs a full range of servicing and repair service procedures including diagnostics, installation, removal and retrofits on a core set of highly complex office products.

  • Demonstrates required digital competencies associated with assigned products and level assignment.

  • Performs troubleshooting and repairs or replaces equipment components as necessary on B&W, color and multifunctional devices.

  • Completes technical training on new equipment as assigned


Provides advanced training



  • Conducts OJT for new and experienced technicians as required.

  • Conducts technical seminars 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 things.


Manages Territory



  • Assumes responsibilities of Field Technology Service Manager as required.

  • Effectively executes all required territory management and call handling procedures.

  • Works closely with sales partners to maximize equipment leads and upgrade opportunities.

  • Maintains and manages own parts inventory with a high degree of accuracy.

  • Adheres to territory back-up plans.

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

  • Complies with all company policies.


Customer Service



  • Effectively handles 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.

  • Performs other duties as assigned.

QUALIFICATIONS (Education, Experience, and Certifications)


Typically:



  • Requires high level technical skills typically gained through completion of technical school and 3+ years of related experience including a minimum of 2 years as a Technology Service Consultant I.

  • Requires 1 Industry Certification and sustained (at least 2 years) of meets or exceeds performance level.

  • Requires a valid state driver's license and minimum level of auto insurance coverage per Ricoh policy for positions entailing extensive use of personal car while on company business.

  • Requires an excellent working knowledge of electro-mechanical devices and electronics.

  • Requires expert knowledge of assigned equipment.

  • Skilled methodical approach to resolving problems.

  • Possesses strong interpersonal and verbal communications skills.

  • Excellent customer service skills including ability to follow up to ensure closure of issues.

  • Skilled ability to read and comprehend written technical information in the form of technical manuals, parts books and relevant publications.


Ricoh is an EEO/Affirmative Action Employer -- Minorities/Women/Protected Veterans/Disabled.

Click Here to view RicohUSA Benefits
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