"Alerted.org

Position Profile

The **Field Specialist I** provides technical service support over the phone in a call center environment, assisting dealers, field technicians, VARs, OEMs, and end users. This role focuses on identifying, diagnosing, and resolving issues with electro/mechanical equipment, computer hardware, and software applications to ensure high levels of customer satisfaction.

Using advanced diagnostic tools, schematics, and technical resources, the specialist evaluates customer issues and guides them through effective resolutions. In some cases, this may include replicating issues in a test lab environment. Additionally, the role may involve providing pre-sales technical support and guidance to the sales team by assessing customer environments and application needs.

Key Responsibilities

+ Respond promptly and professionally to support requests via phone, voicemail, or email

+ Diagnose issues, provide technical assistance, and document all activities in the support database

+ Monitor communication channels and escalate unresolved or complex cases when needed

+ Develop hardware/software solutions for moderate technical problems

+ Maintain and update product documentation and knowledge base resources

+ Conduct lab testing to replicate customer issues and ensure accuracy in diagnosis

+ Repair and maintain lab equipment, providing installation and setup guidance to team members

+ Participate in recurring issue testing and documentation development (e.g., field bulletins)

+ Complete training assignments and assist in developing internal training content

+ Maintain company-issued equipment, including laptops and tools

+ Perform other duties as assigned

Qualifications

Education & Experience:

+ High school diploma or equivalent required

+ Bachelor’s degree, technical school, or equivalent electronics training preferred

+ 5+ years of relevant experience in service repair and maintenance

+ 1+ year in a Product Support Specialist or equivalent technical support role

+ **Certifications:** (At least two required)

+ **HDI Customer Service Representative**

+ **CompTIA A+**

+ **CompTIA Network+** Additional certifications may include: **CNA, CNE, MCP, MCSE, CDIA+, etc.**

Knowledge, Skills, and Abilities

+ Strong written and verbal communication skills

+ Effective listener with the ability to identify underlying issues

+ Strong problem-solving and decision-making abilities

+ Advanced customer service and follow-through skills

+ Proficient in typing and technical documentation

+ Ability to read and understand technical manuals, schematics, and diagrams

+ Manual dexterity for use of tools and handling small components

+ Proficiency in Microsoft Office Suite and other relevant software

Working Conditions & Physical Demands

+ Office environment with normal lighting, noise, and temperature conditions

+ May require **shift work** , extended hours, on-call, or standby availability

+ Must be able to lift and carry up to 50 lbs

+ Frequent bending, standing, walking, squatting, and kneeling during equipment servicing

+ Occasional lifting/moving of office equipment or furniture in line with OSHA standards

+ Exposure to minor risks such as cuts or burns; potential for hand/finger injury when handling equipment

+ Moderate stress due to high call volume or dissatisfied customers

_This job description outlines the general nature and level of responsibilities for the position and is not intended to be an exhaustive list of all duties or requirements._

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.