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•️ Field Services Support Specialist II CIP

Ricoh USA – Technical & Customer Solutions Expert

• Overview

This dynamic role combines advanced technical expertise with customer-centric service and business development. As a Field Services Support Specialist II, you’ll be the go-to expert for configuring, troubleshooting, and training on Ricoh’s multi-solution products. You’ll lead service delivery, mentor peers, and drive customer satisfaction while identifying opportunities to expand Ricoh’s value.

• Key Responsibilities 🧑‍🔧 Technical Expertise

Install, configure, maintain, and troubleshoot a wide range of Ricoh products and services.

Analyze complex data to improve service performance across your region.

Identify and promote upgrades and usage opportunities to enhance customer value.

Lead or coordinate technical teams and share product knowledge.

Deliver hands-on training and workflow optimization for customers.

• Customer Engagement

Build strong, professional relationships with customers and Ricoh teams.

Anticipate customer needs and promote Ricoh’s full suite of support offerings.

Represent Ricoh with professionalism—even in high-pressure situations.

• Workload & Performance

Manage a full service workload, meeting response and repair time targets.

Follow field call procedures and maintain quality and cost metrics.

•️ Administration

Complete logs, reports, and inventory tracking accurately and on time.

Maintain vehicle stock or on-site inventory as assigned.

• Results & Impact

Meet productivity goals and contribute to Ricoh’s Extra Value programs (e.g., CS212).

Take on additional duties as needed to support team success.

• Qualifications

Valid driver’s license and insurance per Ricoh policy.

High school diploma required; technical coursework in computers, electronics, networking, or printing software preferred.

Must meet certification standards outlined in Ricoh’s Technology Services Training Role Inventory (see document).

• Skills & Attributes

Self-motivated, goal-oriented, and committed to continuous learning.

Strong multitasking, prioritization, and problem-solving abilities.

Excellent communication and interpersonal skills.

Proficient in Microsoft Office and mobile technologies.

Maintains confidentiality and professionalism in all situations.

• Working Conditions

Extensive daily travel by car or foot; occasional overnight travel.

Physical activity includes lifting up to 50 lbs, moving wheeled objects up to 400 lbs, and frequent bending or kneeling.

May involve outdoor work and varied weather conditions.

On-call, overtime, and shift work may be required.

Must manage stress related to deadlines and customer interactions.

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.