Specialist I, Systems Automation SA

POSITION PROFILE

This position requires multiple subject matter expert level technology skills, analytic ability, and strategic problem solving to independently service, maintain, repair and work collaboratively to support business needs, company products and services. Also includes new business and other various support and solution functions as developed or assigned.

JOB DUTIES AND RESPONSIBILITIES

Technical

�· Performs advanced level skill services application for multiple products and services support assigned. Area Subject Matter Expert (SME) in field of product/services support expertise.

�· Is self-motivated and uses product knowledge and partner function (engineering, design, management) tools to problem solve and to collaborate across the team, including: analysis of business needs/deliverables beyond individual's responsibilities.

�· Recognizes and performs creative problem solving when and where appropriate, building/suggesting solutions for use by others. Shares solutions and coordinates information to assist others.

�· Proactively seeks volume building opportunities that result in increased utilization of Ricoh equipment, supplies and services.

�· Assembles/adjusts/maintains/shares expertise on products according to specs, and/or relevant documentation/instruction. Performs the same for equipment operations.

Customer Service

�· Manages own work and shares troubleshooting, solution and best practice recommendations by example with no direction. Displays expertise and advanced communication skills in fulfilling customer and business needs.

�· Understands and promotes Ricoh's support functions and offerings, anticipates and manages customer needs across area levels.

�· Maintains and leads productive, professional relationships with all customers and Ricoh personnel and contributes to the overall success of the team.

�· Responsible for managing own time and schedule and assists in support of multiple solutions time/schedule.

Manage Workload

�· Effectively executes all required workload management and call handling procedures, using current field call management requirements.

�· Performs a full range of services including customer training, equipment and work flow observation, and solution presentation for improved methods.

Administrative

�· Maintains a full workload, meeting appropriate response times, repair times, quality objectives and cost control metrics.

�· Complies with all company policies and completes administrative tasks in an accurate and timely manner. Assists others in their application.

�· Performs administrative duties as assigned including maintaining required logs, processes and reports.

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

�· Accounts for all time and activity by recording information through the proper tracking system.

�· Responsible for maintaining a "car stock" and/or customer on-site inventory as assigned/necessary.

Results

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

�· Actively participates in Ricoh Extra Value program opportunities as defined, (CS212, etc) and bills accordingly.

�· Performs other duties as assigned.

QUALIFICATIONS (Education, Experience and Certifications)

�· 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.

�· 4 year degree or equivalent certifications and/or equivalent technical work experience is required. Completed classes and experience involving computers, electronics, mechanics, basic network and basic connectivity and printing software application is desired.

�· Meets the requirements listed in the Technology Services Training Role Inventory and Certification Program for the assigned role as defined by the manager.

�· Follow this link for the certification requirement document. https://rworld.ricoh-usa.com/docs/DOC-766716

KNOWLEDGE, SKILLS AND ABILITIES

�· Goal orientated, self-motivated and committed to ongoing self-development and the development of others.

�· Effectively handles information of a highly confidential nature.

�· Possesses advanced multi-tasking and prioritizing skills.

�· Identifies problems, opportunities and develops solutions.

�· Possesses, strong organizational, interpersonal, and written/verbal communication skills. Displays expertise and mastery of communication in fulfilling customer and business needs.

�· Adept at avoiding and resolving conflict effectively. Displays a high level of professionalism in the most difficult circumstances; demonstrates the ability to overcome considerable technical, customer and logistical obstacles.

�· This subject matter expert (SME) engages in planning and identification of key product elements/variable needs and makes recommendations for best performance.

�· Requires advanced use of Microsoft Office computer application programs and the use of computers, mobile technology, and associated applications and / or systems.

WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS

�· Extensive daily travel in an automobile between customer locations is usually required. Assignment at a customer's site or a "walking work area" within a limited urban area might require extensive travel by foot. All travel may be required in a wide variety of weather conditions. May also include working outdoors at times.

�· Occasional overnight travel may be required.

�· May be required to move objects on wheels up to 400 pounds and be able to lift and carry objects that weigh up to 50 pounds. Frequent stooping, bending, squatting and kneeling are required to service equipment at floor level, on racks, or above shoulder height using a ladder.

�· Requires dexterity - regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination).

�· Shift work, overtime, stand-by and/or on-call may be required.

�· Work has periodic stress related to deadlines, performance expectations and an increased volume of service calls placed and occasional contact with dissatisfied customers.

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.