Field Specialist, Field Services Support CIP

Job Description

Core Purpose of the Role

This position is designed for someone who can operate independently as a technical specialist, handling installation, configuration, troubleshooting, and customer training across a range of Ricoh products and solutions. It's a hybrid of technician, trainer, workflow consultant, and customer-relationship manager.

Will commute in the north area of Los Angeles, CA - Anywhere from Sherman Oaks, CA to Ventura, CA.

Technical Responsibilities

• Handle multi-solution service work: installation, configuration, networking, maintenance, and troubleshooting.
• Train customers on equipment, software, and workflow improvements.
• Collect and analyze technical data to improve service performance across the region.
• Identify opportunities to increase usage of Ricoh products and services.
• Maintain deep expertise in assigned product lines and occasionally act as team lead.
• Perform equipment adjustments, repairs, and operational checks according to documentation.

Customer Service Expectations

• Represent Ricoh professionally in all customer interactions.
• Build strong, productive relationships with customers and internal teams.
• Anticipate customer needs and promote Ricoh support offerings.
• Provide workflow observations and solution recommendations.

Workload & Administrative Duties

• Meet response-time, repair-time, quality, and cost-control metrics.
• Follow all call-handling and workload-management procedures.
• Complete logs, reports, and administrative tasks accurately and on time.
• Track all time and activities in the required systems.
• Maintain car stock or on-site inventory as assigned.

Performance Expectations

• Achieve productivity targets aligned with experience level.
• Participate in Ricoh Extra Value programs (e.g., CS212).
• Perform additional duties as assigned.

Required Qualifications

• Valid driver's license and required auto insurance.
• High school diploma required; technical coursework in computers, electronics, mechanics, networking, or printing software preferred.
• Must meet Ricoh's Technology Services Training and Certification requirements.
• Proficiency with Microsoft Office and mobile/connected technologies.

Skills & Attributes

• Strong multitasking and prioritization abilities.
• Excellent communication and organizational skills.
• Ability to handle confidential information.
• Problem-solving mindset with a focus on identifying opportunities.
• Professionalism under pressure and in challenging situations.
• Commitment to self-development and mentoring others.

Working Conditions & Physical Demands

• Extensive daily travel by car; occasional overnight travel.
• Frequent bending, kneeling, lifting up to 50 lbs, and moving equipment up to 400 lbs on wheels.
• Work may occur outdoors or in varying weather conditions.
• Possible shift work, overtime, or on-call rotations.

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 informationhow it is collected, stored, managed, and sharedto 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.